抄録
To improve the productivity and the satisfaction of customers and employees in the service industry, the importance of a study on design methods for operation support systems has been growing. To design operation support systems for interpersonal services which create value by the interaction among customers and employees, the modeling of employees' activity is necessary. However, the existing modeling methods do not depict why the employees perform an operation and how they determine the contents of the operation sufficiently. In this study, the authors introduce employee's activity modeling method which includes these aspects. In addition, the authors propose the operation analysis method and the concept design process of operation support systems based on its model.
