顧客の感情面の価値に着目したサービスプロセスの改善手法の提案

抄録

Service industry is growing rapidly and widely in the world. Service processes should be essentially improved to increase emotional value of guests. This research proposes the methodology of service process improvement focusing on guest's emotion. First this paper proposes a service process model with correspondent fluctuation of guest's emotion. We second show several process patterns to reuse good service knowledge. Steps and examples of process improvement are introduced. Finally we compare the proposed methodology to an existing framework based on SERVQUAL. The service process improved by our method achieved a higher Net promoter score. We conclude that the proposed method is effective for service process improvement.