Oral Presentation

Service quality/Customer satisfaction/Loyalty (1)

Thu. Mar 12, 2020 2:30 PM - 4:00 PM Room A (3rd Floor G22)

Chair:Takashi Taguchi

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2:30 PM - 2:50 PM

[A-2-01] Development of interaction model between a customer and a staff in a service field to improve service quality

*Hiroshi Sato¹, Nana Itoh¹, Manabu Chikai¹, Hiroshi Endo¹, Tazu Mizunami¹, Tadakatsu Yamaguchi², Rintaro Sohara², Norihiko Ichikawa², Miho Sobukawa², Kohei Endo², Yukiko Torii² (1. Human Informatics Research Institute, National Institute of Advanced Industrial Science and Technology (AIST), 2. All Nippon Airways Co., Ltd.)

2:50 PM - 3:10 PM

[A-2-02] Questionnaire survey of service skills for structuring

*Nana Itoh¹, Manabu Chikai¹, Hiroshi Endo¹, Tazu Mizuami¹, Tadakatsu Yamaguchi², Rintaro Sohara², Norihiko Ichikawa², Miho Sofukawa², Kouhei Endo², Yukiko Torii², Tadahiko Kajikawa³, Dongseun Shim³, Mizuho Mori³, Fumiya Imamura³, Hiroshi Sato¹ (1. National Institute of Advanced Industrial Science and Technology(AIST) , 2. All Nippon Airways Co.Ltd, 3. U'eyes Design Inc.)

3:10 PM - 3:30 PM

[A-2-03] Evaluation of service skills focused on body motion during serving customer

*Manabu Chikai¹, Nana Itoh¹, Hiroshi Endo¹, Tazu Mizunami¹, Tadakatsu Yamaguchi², Rintaro Sohara², Norihiko Ichikawa², Miho Sobukawa², Kohei Endo², Yukiko Torii², Hiroshi Sato¹ (1. Human Informatics Research Institute, National Institute of Advanced Industrial Science and Technology (AIST), 2. All Nippon Airways Co., Ltd.)

3:30 PM - 3:50 PM

[A-2-04] Characteristics of gaze behavior during customer service depending on skill level

Tazu Mizunami¹, Nana Itoh¹, Manabu Chikai¹, *Hioshi Endo¹, Tadakatsu Yamaguchi², Rintaro Sohara², Norihiko Ichikawa², Miho Sobukawa², Kohei Endo², Yukiko Torii², Hiroshi Sato¹ (1. National Institute of Advanced industrial Science and Technology, 2. ALL NIPPON AIRWAYS CO., LTD.)

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