Abstract
Service sites where service staff and customers meet are an important aspect in considering service productivity. Improvement of service sites using scientific and engineering methods requires that an index which shows service performance be determined and measured. However, large variation of the indices in a service field and intangibility and suddenness in service activity make the determination and the measurement difficult. In this paper, we set our target service scene as souvenir shopping at a tourist site and investigate the correlation between purchase ratio and three behavior indices: the number of items given attention, the time in shop and the conversation time with shop staff. The experiment involves participant observation as qualitative research. The experiment shows that the numbers of items given attention and the time in shop are suitable for use as service indices.
