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タイトル: サービスと経営成果
その他のタイトル: Service and Its Business Performance
著者: 林, 徹
著者(別表記) : Hayashi, Toru
発行日: 2016年 6月30日
出版者: 長崎大学経済学部 / Faculty of Economics, Nagasaki University
引用: 長崎大学経済学部研究年報, 32, pp.1-16; 2016
抄録: 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.
キーワード: Monozukuri/Monotsukuri / Omotenashi / service recovery paradox / HRM / Internal Marketing
URI: http://hdl.handle.net/10069/36648
ISSN: 09108602
資料タイプ: Departmental Bulletin Paper
原稿種類: publisher

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



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