{"id":2172,"date":"2025-08-01T11:26:21","date_gmt":"2025-08-01T02:26:21","guid":{"rendered":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/?p=2172"},"modified":"2025-12-23T13:54:27","modified_gmt":"2025-12-23T04:54:27","slug":"service","status":"publish","type":"post","link":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/service\/","title":{"rendered":"\u30b5\u30fc\u30d3\u30b9\u30fb\u30c7\u30b6\u30a4\u30f3\u306b\u3064\u3044\u3066\u5b66\u3073\u81ea\u793e\u30b5\u30fc\u30d3\u30b9\u3092\u898b\u76f4\u3057\u3066\u307f\u307e\u305b\u3093\u304b\uff1f\uff5e\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3068\u306f\uff5e"},"content":{"rendered":"
\n\t\t
\u76ee\u6b21<\/div>\n\t\t
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    1. \u3010\u53c2\u8003\u6587\u732e\u3011<\/a><\/li><\/ol><\/li><\/ol><\/li><\/ol>\n\t<\/div>\n\n\n

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      \"\"<\/figure>\n\n\n\n

      \u4f1d\u7d71\u7684\u306a\u9867\u5ba2\u4fa1\u5024\u306e\u8003\u3048\u65b9<\/strong><\/h2>\n\n\n\n

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      [1]\u8a73\u7d30\u306fZeithaml et al. (2020)\u3092\u53c2\u7167\u304f\u3060\u3055\u3044<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

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      \n\t
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      \u30b5\u30fc\u30d3\u30b9\u3067\u3069\u306e\u3088\u3046\u306a\u6210\u679c\u3092\u9867\u5ba2\u306b\u63d0\u4f9b\u3057\u3001\u9867\u5ba2\u306b\u3069\u306e\u3088\u3046\u306a\u4fa1\u5024\u3092\u5f97\u3066\u3082\u3089\u3044\u305f\u3044\u306e\u304b\u3092\u5206\u6790\u30fb\u53ef\u8996\u5316\u3059\u308b\u305f\u3081\u306e\u30c4\u30fc\u30eb\u304c\u5206\u5b50\u30e2\u30c7\u30eb\u3067\u3059\u3002\u4ee5\u4e0b\u306e\u56f3\u306f\u3001\u30d5\u30eb\u30b5\u30fc\u30d3\u30b9\u306e\u822a\u7a7a\u4f1a\u793e\u306e\u5206\u5b50\u30e2\u30c7\u30eb\u3067\u3059\u3002\u56f3\u306e\u4e2d\u5fc3\u306b\u30b3\u30a2\u30fb\u30b5\u30fc\u30d3\u30b9\u304c\u3042\u308a\u3001\u305d\u306e\u5468\u8fba\u306b\u306f\u63d0\u4f9b\u3092\u53ef\u80fd\u306b\u3059\u308b\u8981\u7d20\u3068\u5f37\u5316\u3059\u308b\u8981\u7d20\u304c\u3042\u308a\u307e\u3059\u3002\u70b9\u7dda\u306e\u5186\u306f\u7121\u5f62\u8cc7\u6e90\u3001\u5b9f\u7dda\u306e\u5186\u306f\u6709\u5f62\u8cc7\u6e90\u3067\u3059\u3002\u5206\u5b50\u30e2\u30c7\u30eb\u306f\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e4P\u304c\u571f\u53f0\u3067\u3059\u3002\u3053\u306e\u3088\u3046\u306b\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u6210\u679c\u304c\u5316\u5b66\u3067\u5b66\u3093\u3060\u7269\u8cea\u306e\u5206\u5b50\u69cb\u9020\u306e\u3088\u3046\u306b\u8868\u73fe\u3055\u308c\u308b\u305f\u3081\u3001\u5206\u5b50\u30e2\u30c7\u30eb\u3068\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002\u5206\u5b50\u30e2\u30c7\u30eb\u306f\u3001\u81ea\u793e\u306e\u30b5\u30fc\u30d3\u30b9\u306e\u3042\u308b\u3079\u304d\u59ff\u3092\u691c\u8a0e\u3059\u308b\u305f\u3081\u306b\u6d3b\u7528\u3055\u308c\u307e\u3059\u3002<\/p>\n\n\n\n

      \u81ea\u793e\u306e\u30b5\u30fc\u30d3\u30b9\u3067\u300c\u4f55\uff08What\uff09\u300d\u3092\u63d0\u4f9b\u3059\u308b\u306e\u304b\u3092\u8a2d\u8a08\u3059\u308b\u969b\u306b\u306f\u3001\u9867\u5ba2\u306e\u4e8b\u524d\u671f\u5f85\u306b\u5fdc\u3048\u308b\u8cc7\u6e90\u3084\u30d7\u30ed\u30bb\u30b9\u306f\u91cd\u8981\u306a\u30c6\u30fc\u30de\u3067\u3057\u305f\u3002\u3053\u306e\u554f\u984c\u306b\u5bfe\u3057\u3066\u300c\u30b3\u30a2\u30fb\u30b5\u30fc\u30d3\u30b9\u300d\u3001\u300c\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u53ef\u80fd\u306b\u3059\u308b\u8981\u7d20\u300d\u3001\u300c\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u5f37\u5316\u3059\u308b\u8981\u7d20\u300d\u304c\u691c\u8a0e\u3055\u308c\u307e\u3059\uff08Gr\u00f6nroos, 2020\uff09\u3002\u4f8b\u3048\u3070\u3001\u30d5\u30eb\u30b5\u30fc\u30d3\u30b9\u306e\u822a\u7a7a\u4f1a\u793e\u306e\u5834\u5408\u3001\u300c\u8f38\u9001\uff08\u30b3\u30a2\u30fb\u30b5\u30fc\u30d3\u30b9\uff09\u300d\u306e\u305f\u3081\u306b\u300c\u98db\u884c\u6a5f\u306f\u4e0d\u53ef\u6b20\uff08\u63d0\u4f9b\u3092\u53ef\u80fd\u306b\u3059\u308b\u8981\u7d20\uff09\u300d\u3067\u3042\u308a\u3001\u300c\u6a5f\u5185\u98df\u306f\u79fb\u52d5\u4f53\u9a13\u3092\u5f37\u5316\uff08\u63d0\u4f9b\u3092\u5f37\u5316\u3059\u308b\u8981\u7d20\uff09\u300d\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      \u5206\u5b50\u30e2\u30c7\u30eb\u306e\u4f5c\u6210\u65b9\u6cd5<\/strong><\/h2>\n\n\n\n

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      \"\"<\/figure>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u3092\u3069\u306e\u3088\u3046\u306b\u63d0\u4f9b\u3059\u308b\u304b\uff1f\uff1a\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u6d3b\u7528<\/strong><\/h2>\n\n\n\n

      \u4f01\u696d\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u4f5c\u6210\u3092\u901a\u3058\u3066\u3001\u9867\u5ba2\u4f53\u9a13\uff08Customer Experience\uff09\u306e\u6539\u5584\u3084\u5f93\u696d\u54e1\u306e\u80b2\u6210\u3001\u793e\u5185\u306e\u90e8\u9580\u6a2a\u65ad\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u4fc3\u9032\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\uff08Bitner et al.,2008\uff09\u3002\u4ee5\u4e0b\u3067\u306f\u5ca1\u7530\u30fb\u539f\uff082023\uff09\u306b\u57fa\u3065\u304d\u3001\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002\u4ee3\u8868\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8 [2]<\/a> \u306e\u69cb\u6210\u8981\u7d20\u306f\u3001\u300c\u9867\u5ba2\u6d3b\u52d5\u300d\u30fb\u300c\u7269\u7684\u8a3c\u62e0\u300d\u30fb\u300c\u30d5\u30ed\u30f3\u30c8\u30fb\u30b9\u30c6\u30fc\u30b8\u3068\u30d0\u30c3\u30af\u30fb\u30b9\u30c6\u30fc\u30b8\u306e\u5f93\u696d\u54e1\u306e\u6d3b\u52d5\u300d\u300c\u5f93\u696d\u54e1\u3078\u306e\u30b5\u30dd\u30fc\u30c8\u300d\u306e4\u70b9\u3067\u3059\u3002\u306a\u304a\u3001\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u4f5c\u6210\u3059\u308b\u969b\u306b\u3001\u81ea\u793e\u306e\u30b5\u30fc\u30d3\u30b9\u306e\u5168\u4f53\u3092\u63cf\u304f\u3053\u3068\u304c\u96e3\u3057\u3044\u5834\u5408\u3001\u7279\u306b\u91cd\u8981\u306a\u30b5\u30fc\u30d3\u30b9\u306e\u90e8\u5206\u306b\u6ce8\u76ee\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u6700\u5f8c\u306b\u3001\u5404\u9867\u5ba2\u6d3b\u52d5\u306b\u3064\u3044\u3066\u3001\u3088\u304f\u3042\u308b\u5931\u6557\u3084\u305d\u306e\u30ea\u30ab\u30d0\u30ea\u30fc\u65b9\u6cd5\u3001\u5927\u6e80\u8db3\u3092\u751f\u3080\u305f\u3081\u306e\u30b3\u30c4\u3001\u6a19\u6e96\u4f5c\u696d\u6642\u9593\u306a\u3069\u306e\u8a73\u7d30\u60c5\u5831\u3092\u52a0\u7b46\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      [2]<\/a>\u672c\u7a3f\u3067\u306fLovelock\u578b\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\uff08\u5ca1\u7530\u30fb\u539f, 2023\uff09\u306b\u3001\u5927\u6e80\u8db3\u3092\u751f\u3080\u52dd\u8ca0\u6240\u3092\u52a0\u3048\u305f\u65b9\u6cd5\u3067\u3001\u533b\u7642\u30b5\u30fc\u30d3\u30b9\u306e\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u4f8b\u793a\u3057\u307e\u3057\u305f\u3002<\/p>\n\n\n\n

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      \u9867\u5ba2\u6d3b\u52d5<\/td>\u4f01\u696d\u306f\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u4f5c\u308b\u305f\u3081\u306b\u3001\u9867\u5ba2\u306e\u6d3b\u52d5\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3092\u30d7\u30ec\u30fb\u30b5\u30fc\u30d3\u30b9\u3001\u30b3\u30a2\u30fb\u30b5\u30fc\u30d3\u30b9\u3001\u30dd\u30b9\u30c8\u30fb\u30b5\u30fc\u30d3\u30b9\u306e\u6642\u9593\u8ef8\u3067\u7b87\u6761\u66f8\u304d\u3059\u308b\u3053\u3068\u304b\u3089\u306f\u3058\u3081\u307e\u3059\u3002<\/td><\/tr>
      \u7269\u7684\u8a3c\u62e0<\/td>\u9867\u5ba2\u6d3b\u52d5\u306b\u304a\u3044\u3066\u4f7f\u7528\u3055\u308c\u308b\u30e2\u30ce\u306e\u3053\u3068\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u75c5\u9662\u306e\u30d7\u30ec\u30fb\u30b5\u30fc\u30d3\u30b9\u3067\u53d7\u4ed8\u3092\u3059\u308b\u5834\u9762\u3067\u306f\u3001\u53d7\u4ed8\u306b\u5fc5\u8981\u306a\u9053\u5177\u3092\u7b87\u6761\u66f8\u304d\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/td><\/tr>
      \u30d5\u30ed\u30f3\u30c8\u30fb\u30b9\u30c6\u30fc\u30b8\u3068\u30d0\u30c3\u30af\u30fb\u30b9\u30c6\u30fc\u30b8\u306e\u5f93\u696d\u54e1\u306e\u6d3b\u52d5<\/td>\u30d5\u30ed\u30f3\u30c8\u30fb\u30b9\u30c6\u30fc\u30b8\u3068\u30d0\u30c3\u30af\u30fb\u30b9\u30c6\u30fc\u30b8\u306b\u5206\u304b\u308c\u307e\u3059\u3002\u30d5\u30ed\u30f3\u30c8\u30fb\u30b9\u30c6\u30fc\u30b8\u3068\u306f\u3001\u9867\u5ba2\u304b\u3089\u898b\u3048\u308b\u90e8\u5206\u306e\u3053\u3068\u3067\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3067\u306f\u3001\u53ef\u8996\u30e9\u30a4\u30f3\u3088\u308a\u4e0a\u306b\u30d5\u30ed\u30f3\u30c8\u30fb\u30b9\u30c6\u30fc\u30b8\u306e\u63a5\u5ba2\u62c5\u5f53\u8005\u306e\u6d3b\u52d5\u3092\u7b87\u6761\u66f8\u304d\u3057\u307e\u3059\u3002\u6b21\u306b\u3001\u30d0\u30c3\u30af\u30fb\u30b9\u30c6\u30fc\u30b8\u3067\u306f\u3001\u9867\u5ba2\u304b\u3089\u898b\u3048\u306a\u3044\u63a5\u5ba2\u62c5\u5f53\u8005\u306e\u6d3b\u52d5\u3092\u7b87\u6761\u66f8\u304d\u3057\u307e\u3059\u3002<\/td><\/tr>
      \u5f93\u696d\u54e1\u3078\u306e\u30b5\u30dd\u30fc\u30c8<\/td>\u4ed6\u306e\u5f93\u696d\u54e1\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\u3068\u3001IT\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\u306b\u5206\u985e\u3055\u308c\u307e\u3059\u3002\u75c5\u9662\u3067\u4f8b\u3048\u308b\u3068\u3001\u60a3\u8005\u304c\u8a3a\u5bdf\u3092\u53d7\u3051\u308b\u306b\u969b\u3057\u3001\u63a5\u5ba2\u62c5\u5f53\u8005\u304c\u60a3\u8005\u304b\u3089\u304a\u85ac\u624b\u5e33\u7b49\u3092\u53d7\u3051\u53d6\u308a\u3001\u60c5\u5831\u3092\u7aef\u672b\u306b\u5165\u529b\u3057\u307e\u3059\u3002\u5165\u529b\u3055\u308c\u305f\u60c5\u5831\u304c\u533b\u5e2b\u306b\u5c4a\u304d\uff08IT\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\uff09\u3001\u770b\u8b77\u5e2b\u304c\u304a\u85ac\u624b\u5e33\u7b49\u3092\u533b\u5e2b\u306b\u6e21\u3057\uff08\u5f93\u696d\u54e1\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\uff09\u3001\u533b\u5e2b\u306f\u60a3\u8005\u306e\u72b6\u6cc1\u3092\u7d20\u65e9\u304f\u628a\u63e1\u3057\u3066\u8a3a\u7642\u306b\u79fb\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      \"\"<\/figure>\n\n\n\n
      \"\"<\/figure>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u6d3b\u7528\u4e8b\u4f8b\u3068\u6d3b\u7528\u65b9\u6cd5<\/strong><\/h2>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u6539\u5584\u3084\u4f01\u753b\u306e\u305f\u3081\u306b\u6d3b\u7528\u3055\u308c\u3066\u304d\u305f\u5b9f\u7e3e\u304c\u3042\u308a\u307e\u3059\u3002\u56fd\u969b\u7684\u306b\u77e5\u3089\u308c\u3066\u3044\u308b\u4e8b\u4f8b\u3067\u306fARAMARK\u3084IBM\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002[Bitner et al. (2008)]\u3000\u7d39\u4ecb\u3057\u305fARAMARK\u306e\u4e8b\u4f8b\u3067\u306f\u3001\u6210\u7e3e\u4e0d\u632f\u4e8b\u696d\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u304c\u6d3b\u7528\u3055\u308c\u305f\u3053\u3068\u304c\u66f8\u304b\u308c\u3066\u3044\u307e\u3059\u3002ARAMARK\u306f\u3001\u3042\u308b\u30ea\u30be\u30fc\u30c8\u4e8b\u696d\u3067\u9867\u5ba2\u304b\u3089\u518d\u5229\u7528\u3055\u308c\u306a\u3044\u3053\u3068\u3092\u554f\u984c\u8996\u3057\u3001\u305d\u306e\u4e8b\u696d\u306e\u30b5\u30fc\u30d3\u30b9\u7d4c\u9a13\u3092\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u7528\u3044\u3066\u53ef\u8996\u5316\u3057\u307e\u3057\u305f\u3002\u305d\u3057\u3066\u3001\u7af6\u5408\u4ed6\u793e\u306e\u6a19\u6e96\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3082\u4f5c\u6210\u3057\u3001\u81ea\u793e\u306e\u3082\u306e\u3068\u6bd4\u8f03\u3057\u307e\u3057\u305f\u3002\u3059\u308b\u3068\u3001\u81ea\u793e\u306e\u30ea\u30be\u30fc\u30c8\u4e8b\u696d\u3092\u5229\u7528\u3059\u308b\u9867\u5ba2\u306f\u3001\u7652\u3057\u3092\u6c42\u3081\u3066\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3057\u305f\u306b\u3082\u95a2\u308f\u3089\u305a\u3001\u591a\u304f\u306e\u9762\u5012\u3067\u4e0d\u5feb\u306a\u4e8b\u67c4\u306b\u5bfe\u51e6\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u660e\u3089\u304b\u306b\u306a\u308a\u307e\u3057\u305f\u3002\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u4f5c\u6210\u3057\u3001\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u4f53\u9a13\u306b\u76ee\u3092\u5411\u3051\u3001\u6539\u5584\u70b9\u306b\u6c17\u3065\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u6d3b\u7528\u3055\u308c\u305f\u3044\u5834\u5408\u3001\u4f8b\u3048\u3070\u3001\u90e8\u7f72\u5185\u306e\u30e1\u30f3\u30d0\u30fc\u3067\u96c6\u307e\u308a\u3001\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e4\u3064\u306e\u8981\u7d20\u306b\u3064\u3044\u3066\u30d6\u30ec\u30a4\u30f3\u30b9\u30c8\u30fc\u30df\u30f3\u30b0\u3092\u884c\u3063\u3066\u307f\u3066\u306f\u3044\u304b\u304c\u3067\u3057\u3087\u3046\u304b\u3002\u7e70\u308a\u8fd4\u3057\u306b\u306a\u308a\u307e\u3059\u304c\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u5168\u4f53\u3092\u63cf\u304f\u3053\u3068\u304c\u96e3\u3057\u3044\u5834\u5408\u3001\u7279\u306b\u91cd\u8981\u306a\u30b5\u30fc\u30d3\u30b9\u306e\u90e8\u5206\u306b\u6ce8\u76ee\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u3088\u304f\u3042\u308b\u5931\u6557\u3084\u305d\u306e\u30ea\u30ab\u30d0\u30ea\u30fc\u65b9\u6cd5\u3001\u5927\u6e80\u8db3\u3092\u751f\u3080\u305f\u3081\u306e\u30b3\u30c4\u3001\u6a19\u6e96\u4f5c\u696d\u6642\u9593\u306a\u3069\u306e\u8a73\u7d30\u60c5\u5831\u3092\u66f8\u304d\u8fbc\u3080\u3053\u3068\u3067\u3001\u73fe\u5834\u3067\u6d3b\u7528\u3057\u3084\u3059\u3044\u8a2d\u8a08\u56f3\u3092\u4f5c\u6210\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n

      \n\t
      \n\t\t\t\t\t
      \n\t\t\t\t\"\"\n\t\t\t<\/figure>\n\t\t\t\t
      \n\t\t\t\n\t\t\t\t\u3010\u7121\u6599\u3011JCSI\u8abf\u67fb\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff09\u306e\u898b\u65b9\u30fb\u4f7f\u3044\u65b9\u30bb\u30df\u30ca\u30fc\uff08\u9332\u753b\u914d\u4fe1\uff09 | \u7814\u4fee\u30fb\u30bb\u30df\u30ca\u30fc | \u516c\u76ca\u8ca1\u56e3\u6cd5\u4eba…\t\t\t<\/a>\n\t\t\t\t\t\t\t
      \n\t\t\t\t\t\u3010\u7121\u6599\u3011JCSI\u8abf\u67fb\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff09\u306e\u898b\u65b9\u30fb\u4f7f\u3044\u65b9\u30bb\u30df\u30ca\u30fc\uff08\u9332\u753b\u914d\u4fe1\uff09\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u306f\u3001\u591a\u7a2e\u591a\u69d8\u306a\u968e\u5c64\u5225\/\u30c6\u30fc\u30de\u5225\u306e\u7814\u4fee\u30fb\u30bb\u30df…\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t\t\u516c\u76ca\u8ca1\u56e3\u6cd5\u4eba\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

      \u3010\u53c2\u8003\u6587\u732e\u3011<\/h3>\n\n\n\n

      \u82f1\u8a9e\u6587\u732e<\/strong><\/p>\n\n\n\n

        \n
      • Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66\u201394.<\/li>\n\n\n\n
      • Gr\u00f6nroos, C. (2020). service marketing research priorities. Journal of Services Marketing, 34(3), 291-298..<\/li>\n\n\n\n
      • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Schlesinger, L. A., & Others. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164\u2013174.<\/li>\n\n\n\n
      • Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41(2), 73\u201380<\/li>\n\n\n\n
      • Zeithaml, V. A., Verleye, K., Hatak, I., Koller, M., & Zauner, A. (2020). Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues.Journal of Service Research, 23(4), 409\u2013432.<\/li>\n<\/ul>\n\n\n\n

        \u65e5\u672c\u8a9e\u6587\u732e<\/strong><\/p>\n\n\n\n

          \n
        • \u5ca1\u7530\u5e78\u5f66\u30fb\u539f\u8fb0\u5fb3. (2023). \u30b5\u30fc\u30d3\u30b9\u30b5\u30a4\u30a8\u30f3\u30b9, \u653e\u9001\u5927\u5b66\u6559\u80b2\u632f\u8208\u4f1a<\/li>\n<\/ul>\n\n\n\n

          \u57f7\u7b46\u8005\uff1a\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u3000\u9867\u5ba2\u4fa1\u5024\u5275\u9020\u30bb\u30f3\u30bf\u30fc \u8229\u5148 \u5eb7\u5e73\uff08\u535a\u58eb \u793e\u4f1a\u5de5\u5b66\uff09<\/p>\n\n\n\n

          <\/p>\n","protected":false},"excerpt":{"rendered":"

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