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Problems in process design for hospitality services

小林, 隆

87pp.1 - 8 , 2016-07-25 , 専修大学情報科学研究所
A hospitality service is the service that performs more than expected and obtains extraordinary amount of customer satisfaction. Lately, because customer needs have had more diversity than ever, and it is hard to predict each customer's intention in advance, it has become essential to discover and realize each customer's intention while delivering services. In this paper, in order to solve this problem, we regard the hospitality service as a process consisting of four steps - service planning, service negotiation, service delivery, and service improvement. We also clarify the problems to be solved for designing two processes - the process that service suppliers discover each customer's intention and think of its solution in the service negotiation step, and the process that service suppliers learn their skills from each other in the service improvement step. Lastly, we verify the validity of these problems with some real cases.

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