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Research paper : Introduction to service engineering (H. Yoshikawa)−106 Synthesiology - English edition Vol.1 No.2 (2008) of making a decision or motivation to place an order. However, these are subjective in nature and are difficult to express objectively. In this paper, we shall avoid considering the internal structure or the content of subectiveness, and just state that the receptor’s expectation is “the effect that the receptor wants to happen.”In general, the expectation becomes starting point from which the service originates. It is composed of the following transitions:Receptor’s expectation (effect that receptor wants to happen) → Donor’s design → Service donated → Service received → Receptor's action → Effect on receptorHere, definitions about the individual “excellence” of each transition are given, which can influence the service productivity to be discussed later. Improvement of the productivity occurs when the above chain forms a loop, and then the circulation of information in this loop causes the service to evolve.(1) Excellence of design (ability of the donor or the service designer): Relationship between the receptor’s expectation expressed as an effect and the projected effect caused by the service designed to realize that effect. This includes a relationship between the receptor’s ability to express his/her expectation as an order, and the donor’s ability to understand the effect that the receptor wants to happen.(2) Skill mastery of donating the service (donor’s ability): Relationship between the service donated by the donor according to the design and the actual design.(3) Communication efficiency (quality of medium between the donor and the receptor): Relationship between the service donated by the donor and the service received by the receptor.(4) Coefficient or function of receiving an action (receptor’s property): Relationship between the service received and the receptor’s action.(5) Coefficient or function of effect realization (receptor’s property): Relationship between the receptor’s action and the effect achieved.Obtaining quantitative measures for the above indicators will become a major work in the service engineering research.2.4 Supplementary conceptWe have explained basic concepts needed to discuss the service, and supplementary concepts will be mentioned next. In a real service, it is necessary to consider the relationship between the effect achieved and the effect one wants to happen. In practice, this can be called a service fulfillment level. Since an expectation (an effect which one wants to happen) is transformed into an effect in the order of(1) → (2) → (3) → (4) → (5),the fulfillment level is the relationship between (1) and (5). Since (1) and (2) are donor’s ability, and (3) is usually selected by the donor, (1), (2), and (3) can be called donor’s ability to realize the service. On the other hand, (4) and (5) are receptor’s property. They are abilities to receive the service, so they can be called receptor’s sensitivity. Then, setting the effect on receptor as the main effect, the following relationship can be obtained:Main effect = Donor’s ability to realize * Receptor’s sensitivity * Effect wanted to happenCurrently, * is unknown, but it is an important relationship in discussing the service. Here, when {Donor’s ability to realize * Receptor’s sensitivity} can be obtained, it will represent the level of achievement of the expectation provided from the donor’s viewpoint, and the fulfillment level of the service from the receptor’s viewpoint. This is a useful expression when discussing service as a phenomenon.The service realization level (from donor’s viewpoint) and the service fulfillment level (from receptor’s viewpoint) are the same, and this is integrated characteristic that contains both properties (abilities) of donor and receptor. The receptor’s coefficient of receiving action and quality of the service donated are not necessarily independent, and are, in most cases, dependent on each other. A practical or phenomenal expression for the above main effect holds clear meaning when the two are independent, and is not very useful when they are dependent. Therefore, it is necessary to select properties so that the two are independent, and this is a research topic for the service engineering. Also, whenDonor’s ability to donate service * Receptor’s sensitivity to receive service = 1The service can be called perfect because levels of the achievement and the fulfillment are both 1. While this can be realized with a perfect design, the highest skill mastery, a communication without loss, an accurate response, and a proficient exertion of function (a sufficient condition), it is not realistic. The issue of service engineering is to seek a maximum realization under limited conditions.2.5 Temporal consideration in serviceAs mentioned in 2.1, a service is a time-series. Although this was not stated explicitly in the above discussions, it did not mean that time can be ignored. One of the characteristics of the service is time course, and this discussion is one of the most important elements. The reason that time was not taken up until now is because the consideration of time in function study has not yet been established, and to discuss the temporal aspect of the service implies the discussion on time in function, which adds an extremely complex underlying issue. Therefore, let us attempt to consider the time aspect in (34)−

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