A Method for Analyzing Service Failure Factors based on Multiple Perspectives

Abstract

In order to continually make a profit, It is important for companies to prevent service failure. For preventing service failure, at first, service designers need to extract their factors that cause service failures and to understand their relationships. However, service failure factors and their relations are varied compared to physical products because service failures occur due to various human factors. Therefore, service designers should identify the critical failure factors from a number of failure factors. On the other hand, each service provider has different recognition for relationships among service failure factors. Therefore, it is necessary to understand his/her recognition of the structure of service failure factors and to achieve a consensus to the structure. This paper proposes a method to identify common parts and/or differences among his/her recognition, and then, to support to achieve a consensus to the structure of service failure factors. The proposed method is verified through its application to a practical case.