This study intends to propose “Self-Service Adoption Model” by utilizing the knowledge and experiences of front line experts. We focus self-service kiosk for Full Service Carrier （FSC） passenger in the international passenger terminal. The Agent-Based Model has a fuzzy inference system to let agents choose a check-in option: a conventional style check-in or a self-service kiosk. The experiments are conducted with observed data， which are collected from the airline’s Departure Control System. We tried approximating the experimental space to the real world and evaluating the proposed model by measuring how it reproduces the observed self-service usage rate in the real world.

This study also pursues the cost-effective feasible passenger service operation in an international passenger terminal building, which leads high usage of self-service kiosks. We prepare seven scenarios to discuss the most feasible way of passenger handling with the proposing “Self-Service Adoption Model”. Through the experiments, we found the objective target for the firm, which was the ratio of frequent self-service users and reaffirmed the role responsibility of a customer service representative, which needs proactive approach to the potential self-service users. We may expect that findings through this study are compatible to the other service industries. In addition, we discuss how the proposed model can be developed to business game and its contribution for local management of passenger service operation at the airport by implementing the concept of investment for personnel and the competition within industry.

We presented that an agent-based diffusion model that considers word-of-mouth effect used for a business game can contribute to planning competition strategies in innovation diffusion process. Firstly, to clarify word-of-mouth behavior of consumers on a social network, we implemented a snowball sampling research whose subjects were Edy and mixi. Then, we designed an agent-based diffusion model for multiple competing products and a business game based on this model. This game can compare the effect of promotion methods of different types of products: Edy-type and mixi-type. Preliminary analyses for electronic money and SNS markets show that the optimal strategies depend on the properties and the timing of market entry. In an actual strategy planning situation, valuable knowledge is acquired if multiple players play this game and exchange their views.