Hara, T.Arai, T.Shimomura, Y.Rajkumar RoyEssam Shehab2009-10-142009-10-1420092009-04-01T. Hara, T. Arai, Y. Shimomura, A Method to Analyze PSS from the Viewpoints of Function, Service Activity, and Product Behavior, Proceedings of the 1st CIRP Industrial Product-Service Systems (IPS2) Conference, Cranfield University, 1-2 April 2009, pp180978-0-9557436-5-8http://hdl.handle.net/1826/3822Organised by: Cranfield UniversityAs our economy matures, combination of tangible products and intangible services becomes a key issue toward a harmonious balance with economic growth and environment conscious. This paper aims to present a method for analyzing structures of service processes described in the modeling method the authors have proposed. It includes three indices of service delivery process according to customer satisfaction elements: (1) visibility to receiver, (2) interactivity with receiver, and (3) degree of receiver participation. Through an application case study, it is found that the method can indicates the features of services, and contributes to acquirement of clues for improving services.enCopyright: Cranfield University 2009Product/Service-SystemService delivery processService blueprintService modelingConference paper