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サービスと経営成果


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Title: サービスと経営成果
Other Titles: Service and Its Business Performance
Authors: 林, 徹
Authors (alternative): Hayashi, Toru
Issue Date: 30-Jun-2016
Publisher: 長崎大学経済学部 / Faculty of Economics, Nagasaki University
Citation: 長崎大学経済学部研究年報, 32, pp.1-16; 2016
Abstract: Does the logic of “Monozukuri/Monotsukuri” encompass that of “Omotenashi”? The answer from our study is No. This paper tries to reveal the structure of that question theoretically according to Lovelock and Wirtz (2007).After reviewing Suzuki and Matsuoka (2014),which verifies the relationship among Employee Satisfaction, Customer Satisfaction, and Financial Performance in a hotel business case using a numerical method, we rethink the notion of the “service recovery paradox” in terms of our first question. One of the four service categories (Lovelock and Wirtz,2007),which refers to both the intangible nature and the people's mind directly oriented, therefore that is closely relevant to “Omotenashi”, seems to preclude “Monozukuri”. While taking the nature of that cell in the four service categories into consideration, we compare Human Resource Management with Internal Marketing in order to extract differences of the two as well as similarities.
Keywords: Monozukuri/Monotsukuri / Omotenashi / service recovery paradox / HRM / Internal Marketing
URI: http://hdl.handle.net/10069/36648
ISSN: 09108602
Type: Departmental Bulletin Paper
Text Version: publisher
Appears in Collections:Volume 32

Citable URI : http://hdl.handle.net/10069/36648

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