{"id":"https://openalex.org/W2070534351","doi":"https://doi.org/10.3390/axioms3010001","title":"A Method for Negotiating Various Customer Requirements for Public Service Design","display_name":"A Method for Negotiating Various Customer Requirements for Public Service Design","publication_year":2013,"publication_date":"2013-12-20","ids":{"openalex":"https://openalex.org/W2070534351","doi":"https://doi.org/10.3390/axioms3010001","mag":"2070534351"},"language":"en","primary_location":{"id":"doi:10.3390/axioms3010001","is_oa":true,"landing_page_url":"https://doi.org/10.3390/axioms3010001","pdf_url":"https://www.mdpi.com/2075-1680/3/1/1/pdf?version=1387815696","source":{"id":"https://openalex.org/S4210173132","display_name":"Axioms","issn_l":"2075-1680","issn":["2075-1680"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Axioms","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2075-1680/3/1/1/pdf?version=1387815696","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5014627260","display_name":"Yoshiki Shimomura","orcid":"https://orcid.org/0000-0002-3423-2171"},"institutions":[{"id":"https://openalex.org/I69740276","display_name":"Tokyo Metropolitan University","ror":"https://ror.org/00ws30h19","country_code":"JP","type":"education","lineage":["https://openalex.org/I69740276"]}],"countries":["JP"],"is_corresponding":true,"raw_author_name":"Yoshiki Shimomura","raw_affiliation_strings":["Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]},{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017492702","display_name":"Yutaro Nemoto","orcid":"https://orcid.org/0000-0002-6596-3241"},"institutions":[{"id":"https://openalex.org/I69740276","display_name":"Tokyo Metropolitan University","ror":"https://ror.org/00ws30h19","country_code":"JP","type":"education","lineage":["https://openalex.org/I69740276"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Yutaro Nemoto","raw_affiliation_strings":["Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]},{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5103000287","display_name":"Fumiya Akasaka","orcid":"https://orcid.org/0000-0003-3899-7873"},"institutions":[{"id":"https://openalex.org/I69740276","display_name":"Tokyo Metropolitan University","ror":"https://ror.org/00ws30h19","country_code":"JP","type":"education","lineage":["https://openalex.org/I69740276"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Fumiya Akasaka","raw_affiliation_strings":["Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]},{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5028891809","display_name":"Koji Kimita","orcid":"https://orcid.org/0000-0002-3348-0800"},"institutions":[{"id":"https://openalex.org/I69740276","display_name":"Tokyo Metropolitan University","ror":"https://ror.org/00ws30h19","country_code":"JP","type":"education","lineage":["https://openalex.org/I69740276"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Koji Kimita","raw_affiliation_strings":["Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6,  Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]},{"raw_affiliation_string":"Department of System Design, Tokyo Metropolitan University, Asahigaoka 6-6, Hino-shi, Tokyo 191-0053, Japan","institution_ids":["https://openalex.org/I69740276"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5014627260"],"corresponding_institution_ids":["https://openalex.org/I69740276"],"apc_list":{"value":1400,"currency":"CHF","value_usd":1515},"apc_paid":{"value":1400,"currency":"CHF","value_usd":1515},"fwci":0.0,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.19630326,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"3","issue":"1","first_page":"1","last_page":"9"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.993399977684021,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9861000180244446,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.6785770058631897},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5881766676902771},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.5663673281669617},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5518815517425537},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.49655061960220337},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.482174813747406},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.47558557987213135},{"id":"https://openalex.org/keywords/negotiation","display_name":"Negotiation","score":0.43682241439819336},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.42302456498146057},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.38914862275123596},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3425483703613281}],"concepts":[{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6785770058631897},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5881766676902771},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.5663673281669617},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5518815517425537},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.49655061960220337},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.482174813747406},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.47558557987213135},{"id":"https://openalex.org/C199776023","wikidata":"https://www.wikidata.org/wiki/Q202875","display_name":"Negotiation","level":2,"score":0.43682241439819336},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42302456498146057},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.38914862275123596},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3425483703613281},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/axioms3010001","is_oa":true,"landing_page_url":"https://doi.org/10.3390/axioms3010001","pdf_url":"https://www.mdpi.com/2075-1680/3/1/1/pdf?version=1387815696","source":{"id":"https://openalex.org/S4210173132","display_name":"Axioms","issn_l":"2075-1680","issn":["2075-1680"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Axioms","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:6616445a90044275872d178c0487a021","is_oa":true,"landing_page_url":"https://doaj.org/article/6616445a90044275872d178c0487a021","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Axioms, Vol 3, Iss 1, Pp 1-9 (2013)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/axioms3010001","is_oa":true,"landing_page_url":"https://doi.org/10.3390/axioms3010001","pdf_url":"https://www.mdpi.com/2075-1680/3/1/1/pdf?version=1387815696","source":{"id":"https://openalex.org/S4210173132","display_name":"Axioms","issn_l":"2075-1680","issn":["2075-1680"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Axioms","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.75}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2070534351.pdf","grobid_xml":"https://content.openalex.org/works/W2070534351.grobid-xml"},"referenced_works_count":13,"referenced_works":["https://openalex.org/W19763176","https://openalex.org/W102323316","https://openalex.org/W1507511003","https://openalex.org/W1538821400","https://openalex.org/W1976364128","https://openalex.org/W2081482864","https://openalex.org/W2098344813","https://openalex.org/W2135526934","https://openalex.org/W2139205251","https://openalex.org/W2362812932","https://openalex.org/W2737973228","https://openalex.org/W4214963044","https://openalex.org/W6680414544"],"related_works":["https://openalex.org/W2168158826","https://openalex.org/W2301887030","https://openalex.org/W641722571","https://openalex.org/W2154017244","https://openalex.org/W2133079869","https://openalex.org/W2090977055","https://openalex.org/W2230507463","https://openalex.org/W1969008554","https://openalex.org/W2049269170","https://openalex.org/W2287333984"],"abstract_inverted_index":{"A":[0],"method":[1,88],"for":[2],"public":[3,47,92,118],"service":[4,13,27,48,74,93,119],"design,":[5],"which":[6],"enables":[7,90],"designers":[8],"to":[9,44,64,79],"realize":[10],"high-value":[11],"added":[12],"design":[14,45,72],"by":[15,75,95,105],"considering":[16,76,96],"plural":[17],"different":[18,80],"customer":[19,39,59,103],"groups":[20,97],"in":[21],"parallel,":[22],"is":[23,42,62],"proposed.":[24],"In":[25,82],"General,":[26],"designs":[28],"focus":[29],"on":[30],"specific":[31],"customers.":[32,55],"However,":[33],"because":[34],"of":[35,38,53,68,98,114,116],"the":[36,51,66],"diversity":[37],"requirements,":[40],"it":[41,61],"difficult":[43],"a":[46,73,87,107,111],"that":[49,89],"addresses":[50],"requirements":[52,67],"all":[54],"To":[56],"achieve":[57],"higher":[58],"satisfaction,":[60],"imperative":[63],"summarize":[65],"various":[69,99],"customers":[70,77,100],"and":[71,101],"belonging":[78],"categories.":[81],"this":[83],"article,":[84],"we":[85],"propose":[86],"highly":[91,117],"development":[94,120],"minimizing":[102],"dissatisfaction":[104],"adopting":[106],"group-decision-making":[108],"approach.":[109],"As":[110],"consequence,":[112],"improvement":[113],"effectiveness":[115],"can":[121],"be":[122],"expected.":[123]},"counts_by_year":[{"year":2023,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}