Service process simulation for integrated service evaluation

The design of services has become an important issue discussed in various industries. For the design of attractive and sustainable services, it is important to satisfy the requirements of various stakeholders simultaneously. To evaluate the fulfillment of them in a quantitative manner, the process simulation of a service would be an effective approach. However, the method to develop a simulation model to evaluate a service with various evaluation criteria has not been proposed. In this study, the authors propose the evaluation framework and the service process model to describe the influence of a service to various stakeholders and suggest the simulation method based on it.