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Contents
1. 42. Clark
3. a 2 RR
4. ISO 5 3 2 2
5. 1920 1 uw
6. MN NN
7. Clark Clark
8. UX UX 9 SR 5 UX
9. QOL 2 3 4 5
10. DH 1 1 1
11. 1930 3 Nn 57 0 RN a 2 3 a 4 5 6 8 9 1 1 Parasuraman 1949 1949 Clark 1940 9 10 2007 12
12. 56 HCD ISO9241 210 HCD
13. Clark 20 2002 2007
14. 5 1 S1 B S1 B 1
15. 1 1 CN TSISSS SES a a ES I a SA 6 1 1 Na eS sc 2 IOME4pzJEi Et iE 1 UX 60 ry 3 3 4 7 experience engineering UX 2 3 Kurosu UX UXD User
16. SUICA IC mr ii 1 4 un NN et SN NR PD OO
17. ISO ABSTRACT The main target area of the Human Centered Design HCD has been the secondary industry or the manufacturing industry Goals of the HCD was to manufacture products and systems that are easy to use and thus to improve the user satisfaction But recently as is stated in ISO9241 210 it started to include the service as the target area One reason is the increase of service actiVity such as the customer support by telephone and internet even in the secondary industry and another reason is of course the importance of service activities in the service industry In this article however the authors did not adopt the three categorization of industry originated by Clark C
18. 2 3 2 2 6
19. SERVQUAL 63 1 Sl S2
20. 58 1 CS rasuraman 3 1 ISO ISO9241 210 OO RE
21. HCD 2 1 Clark C G 1940 Primary industries are defined as agriculture forestry and fish ing secondary industries as manufacturing mining and building the tertiary industries include com merce transport services and other economic activi ties p 7 Clark
22. 1 2 1
23. see lt Ne rt 61
24. Economics js defined as the study of the production distribution and exchange of all those goods and services which are usually exchangeable or are actually exchanged for money p 1 goods services 1957 9 p 490 491
25. 4 2 6 1 2 50 38 12 OR 0 WWN 2 22 ls EE 6 62 F
26. 1 2 2 1 2
27. 4 1 Parasuraman Parasuraman SERVQUAL fF
28. 31 2013 55 64 Journal of The Open University of Japan No 31 2013 pp 55 64 55 Ww Human Centered Design ot the Service Activity Masaaki KURosu Ayako HASHIZUME 2 ISO9241 210
29. 2 1 2 3 1 4 1
30. SIC ISIC NAICS 2002 2007 7 2002 2002 2007
31. 2 2 Zeithaml 1 in tangibility 2 inseparabili ty of production and consumption 3 heterogeneity 4 perish ability
32. Parasuraman reliability responsiveness competence access courtesy communi cation credibility securi ty understanding knowing the customer tangibles gt 1 expect ed service perceived ser vice perceived service quality
33. S3 4 a NL C 0 B 2 2000 2000 1 2 S1 2 ISO 9241 210 2010 2010 Ergonomics of Human S2 S
34. 5 lt
35. Nn ee KR 4 Y 59 Du 2 UX ERNE
36. 2013 2 neering XE APCHI 2013 Proceedings 15 2000 4 pp 1 16 2013 9 30 Fr L
37. Experience Design STR Eh BD 3D v
38. G for the reason that the service activity is more important than a simple categorization of service industry Furthermore the authors defined their own concept for the service activity and did not adopt the ambiguous definition of ISO standard Authors finally showed the stance of the experience engineering that targets both of the products and the services and introduced a framework on how to establish the evaluation of service activity Key words Human Centered Design service industry Service activity product system exDerience engineering HCD Human Centered Design ISO13407 1999 ISO9241 210 2010 HCD 1S0 9241 210 HCD
39. e Conditions of Economic Prog ress Third Edition Macmillan amp Co Ltd 2007 19 11 http www stat go jp index seido sangyo 19index htm Zeithaml V A Parasuraman A and Berry L L 1985 Problems and Strategies in Services Market ing Journal of Marketing 49 pp 33 46 Parasuraman A Zeithaml V A and Berry L L 1985 A Conceptual Model of Service Quality and Its Implications for Future Research Journal of Mar keting 49 pp 41 50 2006 2013 30 Kurosu M 2013 The Concept of Experience En 64 gineering XE HCI International 2013 Proceedings 16 Parasuraman A Zeithaml V A and Berry L L 13 Kurosu M and Hashizume A 2013 Descriptive 1988 SERVQUAL A Multiple Item Scale for Words for Various Experiences Nordic Ergonomics Measuring Consumer Perceptions of Service Quality Society 2013 Proceedings Journal of Retailing 64 1 pp 12 40 14 Kurosu M 2013 A Proposal of Experience Engi 17
40. ystem Interaction Human Centred Design for In S3 1 teractive Systems F 76 74 3 Clark C 1940 The Conditions of Economic Prog Cl 14 67 ress Macmillan amp Co Ltd 2 4 Clark C 1951 The Conditions of Economic Prog ress Second Edition Macmillan amp Co Ltd B 17 1 1955 5 1988 RE 1 ISO IEC 13407 1999 1999 Human Centred De sign Processes for Interactive Systems JIS Z8530 6 7 8 9 10 11 12 Clark C 1957 Th
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