Deliberation of value-sympathy model for adaptive service attendant system

Abstract

For service engineering, a mathematical model of customers is indispensability. This paper presents a design procedure of the service value-sympathy model by utilizing Self-Organizing Map (SOM) to establish a formulation of the model implementable to the service devices. The model is expressed as a mapping function of SOM computed using the questionnaire data on the service recipients, and the questionnaire is designed using results of the qualitative analysis to the service providers. The effectiveness of the design procedure and the modeling method were verified through the case-study of the hotel reception service. Predicting the guest satisfaction using the obtained value-sympathy model, an accuracy of the model and its feasibilities were investigated. Although the matching ratio in the cross-validation was not sufficiently high, a direction to create a new value concerning the service engineering could be shown.