Service quality/Customer satisfaction/Loyalty (1)

[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.)

Keywords:Service quality, Interaction, Serving customer