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Axioms 2014, 3(1), 1-9; doi:10.3390/axioms3010001
Communication

A Method for Negotiating Various Customer Requirements for Public Service Design

1,* , 2
,
2
 and
2
1 Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan 2 Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan
* Author to whom correspondence should be addressed.
Received: 4 November 2013 / Revised: 16 December 2013 / Accepted: 17 December 2013 / Published: 20 December 2013
(This article belongs to the Special Issue Axioms of Decision Support System)
Download PDF [247 KB, 23 December 2013; original version 20 December 2013]

Abstract

A method for public service design, which enables designers to realize high-value added service design by considering plural different customer groups in parallel, is proposed. In General, service designs focus on specific customers. However, because of the diversity of customer requirements, it is difficult to design a public service that addresses the requirements of all customers. To achieve higher customer satisfaction, it is imperative to summarize the requirements of various customers and design a service by considering customers belonging to different categories. In this article, we propose a method that enables highly public service development by considering groups of various customers and minimizing customer dissatisfaction by adopting a group-decision-making approach. As a consequence, improvement of effectiveness of highly public service development can be expected.
Keywords: public service design; service engineering; customer requirement; customer satisfaction; group-decision-making public service design; service engineering; customer requirement; customer satisfaction; group-decision-making
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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Shimomura, Y.; Nemoto, Y.; Akasaka, F.; Kimita, K. A Method for Negotiating Various Customer Requirements for Public Service Design. Axioms 2014, 3, 1-9.

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