抄録
In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential for service providers to survive in their target market. To enhance the reliability of a service, it is important to take appropriate measures against service failures in order to prevent them from occurring. This paper especially focuses on supporting service failure measures planning. At first, the priority number of service failures should be determined because it is difficult to take measures against all failures due to resources such as money and time are limited. Therefore, this paper proposes a method for supporting the determination of priority number of service failure. Concretely, effects of service failures on customer requirement are quantified. The proposed method is verified through its application to a practical case.
