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サービスと経営成果
http://hdl.handle.net/10069/36648
http://hdl.handle.net/10069/366484e65bf21-4b76-4627-a2de-3a7b1e2cc30f
名前 / ファイル | ライセンス | アクション |
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keinen32_1.pdf (97.6 kB)
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Item type | 紀要論文 / Departmental Bulletin Paper(1) | |||||
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公開日 | 2016-07-11 | |||||
タイトル | ||||||
タイトル | サービスと経営成果 | |||||
言語 | ||||||
言語 | jpn | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | Monozukuri/Monotsukuri | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | Omotenashi | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | service recovery paradox | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | HRM | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | Internal Marketing | |||||
資源タイプ | ||||||
資源タイプ識別子 | http://purl.org/coar/resource_type/c_6501 | |||||
資源タイプ | departmental bulletin paper | |||||
著者 |
林, 徹
× 林, 徹 |
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著者別名 | ||||||
姓名 | Hayashi, Toru | |||||
その他のタイトル | ||||||
その他のタイトル | Service and Its Business Performance | |||||
抄録 | ||||||
内容記述タイプ | Abstract | |||||
内容記述 | 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. |
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書誌情報 |
長崎大学経済学部研究年報 en : Annual review of economics 巻 32, p. 1-16, 発行日 2016-06-30 |
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ISSN | ||||||
収録物識別子タイプ | ISSN | |||||
収録物識別子 | 09108602 | |||||
書誌レコードID | ||||||
収録物識別子タイプ | NCID | |||||
収録物識別子 | AN10030515 | |||||
著者版フラグ | ||||||
出版タイプ | VoR | |||||
出版タイプResource | http://purl.org/coar/version/c_970fb48d4fbd8a85 | |||||
出版者 | ||||||
出版者 | 長崎大学経済学部 | |||||
出版者別言語 | ||||||
Faculty of Economics, Nagasaki University | ||||||
sortkey | ||||||
1 | ||||||
引用 | ||||||
内容記述タイプ | Other | |||||
内容記述 | 長崎大学経済学部研究年報, 32, pp.1-16; 2016 |