Title: Studies on customer services optimisation by using the SCIM – an application of the agent base modelling (ABM) technology to service science

Authors: Akira Kamoshida, Takao Terano, Bin Jiang, Hasnat Elias, Takashi Kikuchi

Addresses: Integrated Research Institute, Tokyo Institute of Technology, Ookayama 2-12-1-H-96, Meguro-ku, 152-8550 Tokyo, Japan. ' Dept. Computational Intelligence and Systems Science, Tokyo Institute of Technology, 4259 Nagatsuda-Cho, Midori-ku, 226-8502 Yokohama, Japan. ' Dept. Computational Intelligence and Systems Science, Tokyo Institute of Technology, 4259 Nagatsuda-Cho, Midori-ku, 226-8502 Yokohama, Japan. ' Dept. Computational Intelligence and Systems Science, Tokyo Institute of Technology, 4259 Nagatsuda-Cho, Midori-ku, 226-8502 Yokohama, Japan. ' Tokyo Institute of Technology, Ookayama 2-12-1, Meguro-ku, 152-8550 Tokyo, Japan

Abstract: This paper describes an application methodology of agent base modelling (ABM) technology for service science and a concept of the smart customer interaction modelling (SCIM) innovated from the ABM, which has created an optimised service design that is indispensable with regard to enhancing customer satisfaction, thus, enabling an improvement of customer service productivity and quality. The main concept of the SCIM is to maintain the corporate brand loyalty of customers. An actual adaptability of the SCIM for a car sales service is studied. Based on the results, we confirmed the SCIM technology had the capability to realise a maximised service quality. Some of the key issues found in the application case are also discussed.

Keywords: agent base modelling; ABM; services science; customer behaviour model; customer lifecycle; customer satisfaction; customer services; optimisation; agent-based systems; smart customer interaction modelling; service design; corporate brands; brand loyalty; car sales services; automobile industry; service quality.

DOI: 10.1504/IJWET.2009.031014

International Journal of Web Engineering and Technology, 2009 Vol.5 No.3, pp.343 - 355

Available online: 17 Jan 2010 *

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