The 9th domestic Conference of Society for Serviceology

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Oral Presentation

Tourism

Wed. Mar 10, 2021 3:50 PM - 5:30 PM Room A (Zoom)

Chair:Maiko Kobayakawa(Chiba Institute of Technology)

3:50 PM - 4:10 PM

[A-5-01] A Study on Air Passenger’s Emotion Dynamics During a Flight Influenced by Interactions with Cabin Attendants and Different Phases of a Flight

*Masafumi Hamano1, Tatsunori Hara1, Jun Ota1, Yoko Yoshimoto2, Narito Arimitsu2 (1. The Univ. of Tokyo, 2. ANA Strategic Research Institute CO., LTD)

Keywords:emotion dynamics, inflight service, service excellence

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