Abstract
This research proposes a new service value evaluation model for social infrastructure service. Existing service concept or model is designed based on the direct interaction between providers and customers. By the direct interaction, providers know the customers' need, then they provide customized and delicate service to each customer. Therefore, the service level becomes higher and customers' satisfaction and loyalty glows. In contract, we pay attention to social infrastructure service. In social infrastructure service, there are few direct interactions between providers and customers. In addition, providers cannot provide the customized service to each customer although they have variety of needs. For social infrastructure services which have different characteristics, we propose a new service concept “SISLA (Social Infrastructure Service Level Agreement)” based on the concept of SLA (Service Level Agreement) and a new service value evaluation model in this paper. By this model, we show the possibility that social infrastructure service providers may be able to make an appropriate judgement to provide more better service for customers while ensuring profits.
Published Version
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