The Quantitative Evaluation on the Value-Oriented Priority of Service Elements

Value is considered as the ultimate goal of a good service, and whether and to what degree the expected value could be delivered to customers and providers depends on capacities and quality of various functional service elements in service system. Different elements have different contributions to the value production. Due to the limit of available service components to construct the service system, it is necessary to measure the priority of each service element in service models so that those elements with higher value-oriented priorities (VOP) should be implemented by concrete service components earlier and with higher capability during the service system development. This paper presents a quantitative evaluation method of VOP. Basic definition and measurement of service value are firstly introduced, and then VOP is put forward following three types of particular priorities called sensitivity points, tradeoff points and key points. Their characteristics and evaluation principles are presented in details, and the process of the quantitative evaluation method is put forward subsequently. To complement the above discussion, a case study from ocean transportation service is applied for demonstration.