抄録
We have proposed a method that models services from the viewpoints of function, human activity, and product behavior. This paper proposes another method to analyze and evaluate structures of service process described with the modeling method. In the proposed method, three indices regarding process are introduced; visibility to customer, interactivity with customer, and degree of customer participation. Through an application, it is found that the method is useful to get ideas for improvement of services according to customer value.
