Abstract
Service flow simulation visualizes the process of complex services and helps service designers to improve service offering processes. However, it is difficult to develop simulation models of complex services since methods and guidelines for simulation modeling of service offering processes are unspecified. In this paper, the authors propose a modeling method of Scene Transition Net (STN) for service flow simulation based on the service blue print scheme that visualizes service offering processes and the relationships between service providers and customers. In addition, the authors propose how to simulate the service offering process in which unstable service elements are taken into consideration based on the developed simulation model.
