@article{oai:senshu-u.repo.nii.ac.jp:00007765,
 author = {小林, 隆},
 journal = {専修大学情報科学研究所所報},
 month = {Jul},
 note = {おもてなしとは,顧客の期待を上回るパフォーマンスをあげて多くの顧客満足を獲得することである.近年,顧客ニーズが多様化して事前に顧客の意図を予測することが困難となったため,サービス提供時に顧客の意図を迅速に察知しその場で解決することが必要となった.この問題を解決するために,本論文では,おもてなしサービスを,サービス計画,サービス交渉,サービス提供,サービス改善という4ステップから成るビジネスプロセスとして捉える.そして,サービス交渉時の"顧客意図を発見し解決する"プロセスと,サービス改善時の"組織的にスキルを獲得する"プロセスに着目し,それらをデザインするために解決すべき課題を明らかにする.最後に,ケーススタディを通してそれらの課題の妥当性を示す., A hospitality service is the service that performs more than expected and obtains extraordinary amount of customer satisfaction. Lately, because customer needs have had more diversity than ever, and it is hard to predict each customer's intention in advance, it has become essential to discover and realize each customer's intention while delivering services. In this paper, in order to solve this problem, we regard the hospitality service as a process consisting of four steps - service planning, service negotiation, service delivery, and service improvement. We also clarify the problems to be solved for designing two processes - the process that service suppliers discover each customer's intention and think of its solution in the service negotiation step, and the process that service suppliers learn their skills from each other in the service improvement step. Lastly, we verify the validity of these problems with some real cases.},
 pages = {1--8},
 title = {おもてなしサービスのプロセスデザインにおける課題},
 volume = {87},
 year = {2016}
}