A customer value model for sustainable service design

To reconsider the current mass production paradigm and to increase the added value of products, largely from knowledge and services, we have examined services from an engineering perspective. Service Engineering aims to provide services that provide a high degree of customer satisfaction. However, customer requirements for services are easily affected by the services that they receive. To ensure a successful relationship with customers, it is necessary to consider all of the changes in customer requirements at the design stage. To serve this need, this paper proposes a model for expressing changes in customer requirements from the viewpoint of service design.