A study on quantification of service productivity

Masatomo Yamaguchi, Kazuho Yoshimoto, Hiroto Suzuki

研究成果: Article査読

抄録

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.

本文言語English
ページ(範囲)28-37
ページ数10
ジャーナルJournal of Japan Industrial Management Association
64
1
出版ステータスPublished - 2013 1月 1

ASJC Scopus subject areas

  • 戦略と経営
  • 経営科学およびオペレーションズ リサーチ
  • 産業および生産工学
  • 応用数学

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