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Paper Abstract and Keywords
Presentation 2021-06-01 10:50
Basic study of a human interaction model for customer service in the aviation service field
Manabu Chikai, Nana Itoh, Tazu Mizunami, Hiroshi Endo, Hiroyasu Ujike, Sunao Iwaki (AIST), Tadakatsu Yamaguchi, Rintaro Sohara, Miho Sobukawa, Kohei Endo, Yukiko Torii, Chihiro Nagura (ANA), Hiroshi Sato (AIST) WIT2021-3
Abstract (in Japanese) (See Japanese page) 
(in English) The purpose of this study is to construct a human-to-human interaction model between a customer and a staff in the aviation service field. In this study, we evaluated customer service encounters in the aviation service field. The results show that the service time during the solving phase differed, depending on the staff’s level of customer service skills. Thus, the constructed model is able to evaluate service encounter patterns in the aviation service field.
Keyword (in Japanese) (See Japanese page) 
(in English) Human interaction / Serving customers / Interaction model / / / / /  
Reference Info. IEICE Tech. Rep., vol. 121, no. 52, WIT2021-3, pp. 12-16, June 2021.
Paper # WIT2021-3 
Date of Issue 2021-05-25 (WIT) 
ISSN Print edition: ISSN 0913-5685  Online edition: ISSN 2432-6380
Copyright
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reproduction
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034)
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Conference Information
Committee WIT  
Conference Date 2021-06-01 - 2021-06-01 
Place (in Japanese) (See Japanese page) 
Place (in English) Online 
Topics (in Japanese) (See Japanese page) 
Topics (in English)  
Paper Information
Registration To WIT 
Conference Code 2021-06-WIT 
Language Japanese 
Title (in Japanese) (See Japanese page) 
Sub Title (in Japanese) (See Japanese page) 
Title (in English) Basic study of a human interaction model for customer service in the aviation service field 
Sub Title (in English)  
Keyword(1) Human interaction  
Keyword(2) Serving customers  
Keyword(3) Interaction model  
Keyword(4)  
Keyword(5)  
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1st Author's Name Manabu Chikai  
1st Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
2nd Author's Name Nana Itoh  
2nd Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
3rd Author's Name Tazu Mizunami  
3rd Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
4th Author's Name Hiroshi Endo  
4th Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
5th Author's Name Hiroyasu Ujike  
5th Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
6th Author's Name Sunao Iwaki  
6th Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
7th Author's Name Tadakatsu Yamaguchi  
7th Author's Affiliation All Nippon Airways Co., Ltd. (ANA)
8th Author's Name Rintaro Sohara  
8th Author's Affiliation All Nippon Airways Co., Ltd. (ANA)
9th Author's Name Miho Sobukawa  
9th Author's Affiliation All Nippon Airways Co., Ltd. (ANA)
10th Author's Name Kohei Endo  
10th Author's Affiliation All Nippon Airways Co., Ltd. (ANA)
11th Author's Name Yukiko Torii  
11th Author's Affiliation All Nippon Airways Co., Ltd. (ANA)
12th Author's Name Chihiro Nagura  
12th Author's Affiliation All Nippon Airways Co., Ltd. (ANA)
13th Author's Name Hiroshi Sato  
13th Author's Affiliation National Institute of Advanced Industrial Science and Technology (AIST)
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Speaker
Date Time 2021-06-01 10:50:00 
Presentation Time 25 
Registration for WIT 
Paper # IEICE-WIT2021-3 
Volume (vol) IEICE-121 
Number (no) no.52 
Page pp.12-16 
#Pages IEICE-5 
Date of Issue IEICE-WIT-2021-05-25 


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