Abstract
It is important for companies to prevent service failure from occurring in order to continually make a profit In order to prevent service failure from occurring, at first, service providers need to predict the factors that cause service failures and their relationships. However, service failure factors and their relations are varied compared to physical products because service failures occur due to elements of uncertainty such as human factors. Therefore, service designer should identify the critical failure factors from a number of failure factors. On the other hand, each service provider has different recognition for relations between service failure factors. Therefore, it is necessary to resolve conflicts about recognition for them. This paper proposes a method for supporting discussion on conflicts about recognition. Concretely, the difference of recognition is visualized. The proposed method is verified through its application to a practical case.
