A study on quantification of service productivity

Masatomo Yamaguchi, Kazuho Yoshimoto, Hiroto Suzuki

    Research output: Contribution to journalArticle

    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

    Fingerprint

    Quantification
    Productivity
    Industry
    Industrial engineering
    Regression analysis
    Grasping
    Multiple Regression
    Survey Data
    Regression Analysis
    Business Process
    Customers
    Engineering

    Keywords

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

    ASJC Scopus subject areas

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

    Cite this

    A study on quantification of service productivity. / Yamaguchi, Masatomo; Yoshimoto, Kazuho; Suzuki, Hiroto.

    In: Journal of Japan Industrial Management Association, Vol. 64, No. 1, 2013, p. 28-37.

    Research output: Contribution to journalArticle

    Yamaguchi, Masatomo ; Yoshimoto, Kazuho ; Suzuki, Hiroto. / A study on quantification of service productivity. In: Journal of Japan Industrial Management Association. 2013 ; Vol. 64, No. 1. pp. 28-37.
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