Presentation 2021-06-01
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, Tadakatsu Yamaguchi, Rintaro Sohara, Miho Sobukawa, Kohei Endo, Yukiko Torii, Chihiro Nagura, Hiroshi Sato,
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Abstract(in Japanese) (See Japanese page)
Abstract(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)
Keyword(in English) Human interaction / Serving customers / Interaction model
Paper # WIT2021-3
Date of Issue 2021-05-25 (WIT)

Conference Information
Committee WIT
Conference Date 2021/6/1(1days)
Place (in Japanese) (See Japanese page)
Place (in English) Online
Topics (in Japanese) (See Japanese page)
Topics (in English)
Chair Shinji Sakou(Nagoya Inst. of Tech.)
Vice Chair Tomohiro Amemiya(Univ. of Tokyo)
Secretary Tomohiro Amemiya(Tsukuba Univ. of Tech.)
Assistant Minako Hosono(AIST) / Aki Sugano(Nagoya Univ.) / Komori Tomoyasu(NHK STRL)

Paper Information
Registration To Technical Committee on Well-being Information Technology
Language JPN
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
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)
Date 2021-06-01
Paper # WIT2021-3
Volume (vol) vol.121
Number (no) WIT-52
Page pp.pp.12-16(WIT),
#Pages 5
Date of Issue 2021-05-25 (WIT)