Abstract
It is important to realize highly reliable services so that a company builds or keeps long-term relationships with customers. In order to realize highly reliable services, it's important to clarify the candidates for service failure and their factors and to take appropriate steps in the phase of service design. However, the accuracy of these analyses depends on experience and intuition of designer. Therefore, it is difficult to enumerate fatal factors exhaustively. In this paper, we propose a method for the extraction of service failure factors and introduce an application example against an existing case.
