Research Projects Selected in FY2010
< Foundation-Oriented Service Science Research, Type B >
Architecting Service with Customer Participation Based on the Analysis of Customer Experience and Design Processes: Sophisticating Tour Design Processes as a Case Study
[] Project Leader
Tatsunori HARA
Assistant Professor, Department of Precision Engineering, University of Tokyo
[] Targets
- Establish cooperation methods for customer experience and design production activities in order to absorb the heterogeneity and diversity of customers
- Develop planning and provision approaches for compelling travel and tourism products that appeal to heterogeneous and diverse foreign tourists with cultural differences
[] Approaches
- Develop customer participation service planning support technology based on methods of representing service systems, customer experience analysis methods, and service breakdown and reconstitution technologies.
This research focuses on the tourism industry with a view to enhancing the international competitiveness of Japanese service industries. The aim is to provide attractive tourist services for foreign visitors to establish Japan as a travel destination. Specifically, taking the tour design process as an example, we will study the four research elements shown below from the viewpoint of travelers’ tourist behavior and travel agents’ planning activities. As a result, we will contribute to building a service science platform by achieving a model that can handle the heterogeneity and diversity that is a well known characteristic of services in tourism with its emphasis on customer experience. In addition, we will provide a standardized and codified method of notation for service systems.
