Service quality/Customer satisfaction/Loyalty (1)

[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.)

Keywords:Customer service, expert, gaze behavior, skill, Cognitive interaction