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 |
Online edition: ISSN 2432-6380 |
Copyright and 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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WIT2021-3 |
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