サービスSTAMP/STPA ~ サービスへのSTAMP/STPAの拡張によるクレーム要因予測手法の提案
抄録
<p>Prediction of complaint causes is important to prevent complaints for good service. STAMP/STPA is widely used for prediction of accident causes in hardware-based safety critical system domains. This research proposes an enhanced STAMP/STPA for prediction of complaint causes in the service domain, named Service STAMP/STPA. We expand control action of the original STAMP/STPA to social action focusing on human factors. Typical guide words are also added. Finally we compare the proposed method to the original one in a manned parking space guidance service. Our method predicted a greater number of complaint causes with higher severity. We conclude that the Service STAMP/STPA is effective for complaint prediction in the service domains. </p>
収録刊行物
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- サービソロジー論文誌
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サービソロジー論文誌 5 (2), 31-40, 2021
サービス学会
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詳細情報 詳細情報について
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- CRID
- 1390571968055318144
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- NII論文ID
- 130008132229
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- ISSN
- 24355763
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- 本文言語コード
- ja
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- データソース種別
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- JaLC
- CiNii Articles
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- 抄録ライセンスフラグ
- 使用可