OS10： サービスエクセレンスと人的資本経営

[Z-3-1-1] Structural Analysis of Employee Engagement in the Service Industry

*Hiroshi Nishikoori¹, Akio Sashima², Naoto Maehara¹, Hiroki Takahashi^3,2, Takeshi Takenaka², Yukihide Shibuya¹, Hidetoshi Tsuji¹ (1. MS&Consulting Co., Ltd., 2. Human Augmentation Research Center, National Institute of Advanced Industrial Science and Technology (AIST), 3. Department of Technology Management for Innovation, Graduate School of Engineering, the University of Tokyo)

Keywords:Employee Engagement, Job Engagement, Customer Experience, Service excellence, Customer delight