サービス経験価値測定のための叩くアンケートの開発とその効果分析

抄録

Service providers need to understand customers' experiential values to improve their service quality. In this paper, we made a touch-panel based clapping device to obtain experiential values on the basis of Schmitt's five experiential marketing modules: Sense, Feel, Think, Act, and Relate. We conducted an experiment in Ishikawa zoo, Japan to verify its impact on services marketing. In the experiment, six examinees walked and viewed animals using the device and answered questions about usability after viewing all attractions. As a result, the tool is highly available for drawing customer experiences and helps to design service processes for providers.