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Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

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From numerical calculations, two of the four multiple steady states (branches A and C) obtained on a biporous Pt/Al2O3 catalyst surrounded by reacting mixture containing saturated vapor of cyclohexene reported in the preceding paper6) can be attributed to the behavior of the catalyst filled with vapor mixture and condensed liquid mixture in its micropores. Stability analysis based on heat generation and heat removal curveswithout considering phase change in the catalyst interior showed only a single steady state, i.e. the rate of vapor-filled catalyst, while incorporating the effect of phase change on the heat generation curve yielded two steady states which gave good agreement with those of experiments within experimental error.