A Methodology of Evaluating Service Value based on the Service Field Concept and Its Application to Evaluation of Attractiveness in Sightseeing

Much research has been carried out on evaluating service quality. But, there have been no previous methodology which can measure and evaluate service value mathematically. In this paper the authors discuss the concept of a service field and its application to evaluate service value, which is analogous to the electro-magnetic field in physics. For evaluating service value numerically, service value is defined by an inner product of a provider's service attribute vector and a user's requirement attribute vector. In order to demonstrate the effectiveness, the proposed method is then applied to the evaluation of attractiveness in sightseeing. This mathematical model seems to be useful in evaluating the effectiveness of service theoretically.