Abstract
In today’s service economy, the evaluation of interaction between service providers and different consumer segments/target groups is an important topic. In context-sensitive settings, the service provider adapts the interaction with the consumer by selecting a fitting design pattern, also including mechanisms for validation and evaluation. In current service evaluation models, the extraction of dynamic characteristics of consumers poses a challenge, as simplification of methods for externalization of patterns is needed to enable an improved understanding of consumer types. The paper at hand aims for a contribution on visualization of the service interaction for each consumer type/pattern supported. A prototypical visualization approach has been implemented using meta-modelling concepts and technologies as an realization environment, validated in case studies from the food service industry.
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Masuda, H., Utz, W., Hara, Y. (2014). Development of an Evaluation Approach for Customer Service Interaction Models. In: Buchmann, R., Kifor, C.V., Yu, J. (eds) Knowledge Science, Engineering and Management. KSEM 2014. Lecture Notes in Computer Science(), vol 8793. Springer, Cham. https://doi.org/10.1007/978-3-319-12096-6_14
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DOI: https://doi.org/10.1007/978-3-319-12096-6_14
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