Session information

Oral Presentation

Oral 8
Service quality & Customer loyalty

Sun. Mar 3, 2019 11:00 AM - 12:20 PM Room B (West Bldg. 9 W934)

Chair: Shoji Yamamoto (Kwansei Gakuin University)

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11:00 AM - 11:20 AM

[B-8-01] A method to express customer psychology concerning purchase using physiological measurement

*Yasuyoshi Urata¹, Satoshi Sunami¹, Tatsunori Hara¹, Takaaki Kawanaka¹, Takashi Kato², Takuya Maruo², Hayato Kohama³, Masato Ooiwa⁴ (1. University of Tokyo, 2. Nexway Co., ltd., 3. FUTUREWOODS Co., Ltd., 4. SCOPE Inc.)

11:20 AM - 11:40 AM

[B-8-02] The framework of Strategic Manipulation on the Co-Creation

Mechanism of consumer behavior at luxury resort hotel

*Tetsuo Kuboyama¹ (1. Graduate School of Management, Kyoto University)

11:40 AM - 12:00 PM

[B-8-03] Trade-off between Quality and Cost in Hygiene Factors of Service: A Case Study in Aircraft Maintenance

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

12:00 PM - 12:20 PM

[B-8-04] Customer satisfaction survey by a reginal bank contributing to the local community

*Hideaki Takagi¹, Sakae Narushima² (1. University of Tsukuba, 2. Tsukuba Bank, Ltd.)

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