Abstract
To reconsider the current mass production paradigm and to make products have more added values largely from knowledge and service contents to compensate volume reduction under the concept of dematerialization, we need new engineering methods to look at services, rather than just functions, called "Service Engineering." In Service Engineering, it is desired to fully satisfy customer demands. However, in order to provide more competitive and innovative services, we need to take into account customers' immediate as well as future needs. This paper aims at proposing a model to express the change in customer demands. The presented model was verified through its application to a practical example.
