Makino, Yuki; Furuta, Kazuo; Kanno, Taro; Yoshihara, Shigeki - In: Service Science 1 (2009) 2, pp. 121-134
An interactive method for service design has been proposed for services that heavily depend on human expertise and performance. In this method a simulation model of the service processes is to be constructed based on ethnographic field observation, and then the model is to be validated by...