{"created":"2024-03-28T02:58:11.368211+00:00","id":2000072,"links":{},"metadata":{"_buckets":{"deposit":"7528f6de-5226-48d3-ab04-509c5036636b"},"_deposit":{"created_by":19,"id":"2000072","owner":"19","owners":[19],"pid":{"revision_id":0,"type":"depid","value":"2000072"},"status":"published"},"_oai":{"id":"oai:tama.repo.nii.ac.jp:02000072","sets":["2","2:33","2:33:1711343862895"]},"author_link":[],"control_number":"2000072","item_10002_biblio_info_7":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicIssueDates":{"bibliographicIssueDate":"2024-03-31","bibliographicIssueDateType":"Issued"},"bibliographicPageEnd":"88","bibliographicPageStart":"75","bibliographicVolumeNumber":"16","bibliographic_titles":[{"bibliographic_title":"紀要","bibliographic_titleLang":"ja"},{"bibliographic_title":"Bulletin","bibliographic_titleLang":"en"}]}]},"item_10002_description_5":{"attribute_name":"抄録","attribute_value_mlt":[{"subitem_description":"近年、顧客のロイヤルティを高めることから、カスタマーデライトの重要性が認識されている。カスタマーデライトは、人的要素が主な要因となり実現されることが明らかになっている。しかしながら、その実現にはサービス提供者のスキルと能力に加えて経験知に依存するため、教育することが難しい。したがって、本研究の目的は、カスタマーデライトを実現するサービスの提供を教育するために感動の種類を教示するSTAR フレームワークを用いた分析方法を示すことである。評価の結果、収集した感動経験の事例の分析結果を接客業務に従事するサービス提供者に提示することで有効性が示唆された。今後の課題としては、感動の種類を教育するためにSTAR フレームワークに感動事象の主語や目的語に関する状況の記述を追加した場合の有効性を確認する必要がある。","subitem_description_language":"ja","subitem_description_type":"Abstract"},{"subitem_description":"Service industries recognize the importance of customer delight in increasing customer loyalty. Previous studies have shown that service provider related factors are one of the main antecedents of customer delight. However, enabling customer delight is difficult to educate because it relies on experiential knowledge in addition to the skills and competencies of the service provider. Therefore, this study aims to propose an analytical method using STAR framework that shows the types of emotive experiences to educate the provision of services that enable customer delight. The effectiveness was suggested by presenting the analysis results to service providers engaged in customer service work. As a future work, it will be necessary to confirm the effectiveness of adding situational descriptions regarding the subject and object of emotive events to STAR framework in order to educate types of emotive experiences.","subitem_description_language":"en","subitem_description_type":"Abstract"}]},"item_10002_full_name_3":{"attribute_name":"著者（英）","attribute_value_mlt":[{"affiliations":[{"affiliationNames":[{"affiliationName":"多摩大学グローバルスタディーズ学部","affiliationNameLang":"ja"}]}],"names":[{"name":"IMAMURA, Yasuko","nameLang":"en"}]},{"affiliations":[{"affiliationNames":[{"affiliationName":"株式会社加藤製作所","affiliationNameLang":"ja"}]}],"names":[{"name":"KOBAYASHI, Nobuyuki","nameLang":"en"}]}]},"item_10002_publisher_8":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"多摩大学グローバルスタディーズ学部","subitem_publisher_language":"ja"},{"subitem_publisher":"Tama University School of Global Studies","subitem_publisher_language":"en"}]},"item_10002_source_id_11":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA12419269","subitem_source_identifier_type":"NCID"}]},"item_10002_source_id_9":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"18838480","subitem_source_identifier_type":"ISSN"}]},"item_creator":{"attribute_name":"著者","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"今村, 康子","creatorNameLang":"ja"},{"creatorName":"イマムラ, ヤスコ","creatorNameLang":"ja-Kana"}]},{"creatorNames":[{"creatorName":"小林, 延至","creatorNameLang":"ja"},{"creatorName":"コバヤシ, ノブユキ","creatorNameLang":"ja-Kana"}]}]},"item_files":{"attribute_name":"ファイル情報","attribute_type":"file","attribute_value_mlt":[{"accessrole":"open_access","date":[{"dateType":"Available","dateValue":"2024-03-28"}],"filename":"多摩大学SGS_Bulletin16号_04今村・小林.pdf","filesize":[{"value":"1.6 MB"}],"format":"application/pdf","mimetype":"application/pdf","url":{"url":"https://tama.repo.nii.ac.jp/record/2000072/files/多摩大学SGS_Bulletin16号_04今村・小林.pdf"},"version_id":"a4eab402-20e9-40b6-b838-c54a7d6940f2"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"カスタマーデライト","subitem_subject_language":"ja","subitem_subject_scheme":"Other"},{"subitem_subject":"感動経験","subitem_subject_language":"ja","subitem_subject_scheme":"Other"},{"subitem_subject":"サービス","subitem_subject_language":"ja","subitem_subject_scheme":"Other"},{"subitem_subject":"教育","subitem_subject_language":"ja","subitem_subject_scheme":"Other"},{"subitem_subject":"Customer deligh","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Emotive experience","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Service","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"Education","subitem_subject_language":"en","subitem_subject_scheme":"Other"}]},"item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourcetype":"departmental bulletin paper","resourceuri":"http://purl.org/coar/resource_type/c_6501"}]},"item_title":"カスタマーデライトを実現するサービスの提供を教育するためにSTAR フレームワークを用いた分析方法","item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"カスタマーデライトを実現するサービスの提供を教育するためにSTAR フレームワークを用いた分析方法","subitem_title_language":"ja"},{"subitem_title":"An Analytical Method Using STAR Framework to Educate on the Provision of Services that Enable Customer Delight","subitem_title_language":"en"}]},"item_type_id":"10002","owner":"19","path":["2","33","1711343862895"],"pubdate":{"attribute_name":"公開日","attribute_value":"2024-03-28"},"publish_date":"2024-03-28","publish_status":"0","recid":"2000072","relation_version_is_last":true,"title":["カスタマーデライトを実現するサービスの提供を教育するためにSTAR フレームワークを用いた分析方法"],"weko_creator_id":"19","weko_shared_id":-1},"updated":"2024-05-07T07:45:24.123724+00:00"}