A study on quantification of service productivity

Masatomo Yamaguchi, Kazuho Yoshimoto, Hiroto Suzuki

Research output: Contribution to journalArticlepeer-review

Abstract

The objectives to grasp the service productivity are "1: to grasp the performance quantitatively ","2: to grasp the gap between service provided and the quality of the service perceived by customers","3: and to connect the data to the improvement of the service productivity". And it is one of the roles that industrial engineering should assume. Although the improvement in the service productivity is required, the researches about techniques and instructions that lead to the specific plan for improvement of service productivity are not sufficiently studied. In this paper, technique that derives the specific plan for improvement is proposed, by grasping the causes of low service productivity in the company or service activity in each business process, and by applying multiple regression analysis with information from survey data. In addition, the proposed technique is verified in the izakaya industry as a representative of the face-to-face service.

Original languageEnglish
Pages (from-to)28-37
Number of pages10
JournalJournal of Japan Industrial Management Association
Volume64
Issue number1
Publication statusPublished - 2013 Jan 1

Keywords

  • Cluster analysis
  • Harvard model
  • Japanese customer satisfaction index
  • Multiple regression analysis
  • Principal component analysis
  • Service productivity

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Applied Mathematics

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