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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PDF Download Page | PDF download Page Link |
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 |
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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 |
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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) |