The 6th domestic Conference of Society for Serviceology

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Oral Session

Session 1 Service quality, Customer satisfaction, Loyalty

Sat. Mar 10, 2018 3:00 PM - 4:30 PM 1153 (Liberty Tower 15F)

Chair: Shoji Yamamoto (Kwansei Gakuin University)

3:25 PM - 3:50 PM

[1-1-02] Customer Orientation and Hygiene Factors in Service Quality – Examples from Infrastructure Industries

*Yukifumi Ueda1, Kazuyoshi Hidaka1 (1. School of Environment and Society, Tokyo Institute of Technology)

Keywords:Service quality, Hygiene factor of service quality, Productivity of service, Cost, Critical Infrastructure

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