Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/30503
Title: A structured approach to describing service for creating a delightful experience
Authors: Leung, JWK
Kwong, KK
Keywords: Customer's emotion
Delightful experience
Service delivery
Yourdon's structural methodology
Issue Date: 2009
Publisher: Pergamon Press
Source: Computers and industrial engineering, 2009, v. 57, no. 2, p. 563-570 How to cite?
Journal: Computers and industrial engineering 
Abstract: In this paper, a new structured approach integrating three different tools is used to describing a service experience. These three different tools include: a context diagram, which depicts the process flow at the highest level; an emotion transition diagram or a state transition diagram, which describes a service delivery process that provides customers a delightful experience; and an action specification in a textual form. With this new approach, different stakeholders have a common communication tool that shows a service delivery process from various angles including the scope, the operations flow, and the emotion flow between customers and service personnel. More importantly, it gives practitioners a new insight of how to create a delightful experience in service delivery. It is believed that the input of a structured service description can contribute further to the recent application of artificial intelligence (AI) in identifying the hidden pattern of the customer's needs.
URI: http://hdl.handle.net/10397/30503
ISSN: 0360-8352
EISSN: 1879-0550
DOI: 10.1016/j.cie.2008.08.005
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