Comparison of service interfaces based on industry and service process

Abstract

One of key elements in designing service systems is to design service in- terfaces, where the interaction between service delivery system and customers happens. However, there were few studies, which investigated service interfaces according to the types of service industry and the stages of service process. In this study, a survey was con- ducted to investigate the service interfaces for 4 representative types of service industry and 3 stages of service process. A total of 200 participants responded to the questionnaire based on their service experiences. As a result of the investigation, we can nd signicant service interface design factors according to the characteristics of service industries and service processes. This study provides guidelines for designing service interfaces accord- ing to the types of service industry and the stages of service process. © 2016 ICIC International.