ABSTRACT
Human-related factors such as customer behavior, employee skills, managerial decision-making, and social interactions are receiving greater attention for their relevance to the improvement of existing services and design of new services. This paper discusses a service management system that employs computational customer models constructed from large-scale log data of retail or restaurant chains. It introduces a demand-forecasting approach using a probabilistic model and large-scale customer log data. Then, it introduces a management support system for service industries on this basis.
