社会インフラサービスにおけるSLAとサービス価値評価モデルの提案

カテゴリ: 論文誌(論文単位)

グループ名: 【C】電子・情報・システム部門

発行日: 2019/09/01

タイトル(英語): The SLA and Service Value Evaluation Model for Social Infrastructure Service

著者名: 鈴木　雅彦（北陸先端科学技術大学院大学），小坂　満隆（北陸先端科学技術大学院大学）

著者名(英語): Masahiko Suzuki (Japan Advanced Institute of Science and Technology), Michitaka Kosaka (Japan Advanced Institute of Science and Technology)

キーワード: 社会インフラサービス，SLA，サービス価値，SISLA，評価モデル　　social infrastructure service，Service level agreement，service value，Social infrastructure service level agreement，evaluation model

要約(英語): 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.

本誌: 電気学会論文誌C（電子・情報・システム部門誌） Vol.139 No.9 （2019） 特集：知能メカトロニクス分野と連携する知覚情報技術

本誌掲載ページ: 1033-1040 p

原稿種別: 論文／日本語

電子版へのリンク: https://www.jstage.jst.go.jp/article/ieejeiss/139/9/139_1033/_article/-char/ja/