A7P21011 2011
1 1-1 1-2 5 1-3 2 2-1 2-2 CS 1) 2) 3 3) 4) 2-3 Mot 1) Mot 2-4 ES() CS 2-5 2-6 2-7 1) 2) 3) 3 3-1 3-2 3-3 3-4 4 4-1 4-2
1 2) 4-3 1) 7 2) 4-4 4-5 4-6 4-7 4-8 4-9 4-10 4-11 5
(hospitality) 100 2009 54% 100 2009 46 40% 59 37 53 42 19 4 5 41 100 2009 1 1-1 1
1-2 5 2 ( )
1-3 2 2 3
2-1 Servus( ) Slane( )Servant Hospital Hospice 1970 30 48 4
2-2 CS CS CS Customer s Satisfaction= 1) ( ) CS ( ) 5
2) 3 CS 1 3) 6
4) Q S C A (V) = P 2 S:Service Q:QualityC:CleanlinessA:Atmosphere P:PriceV:Value QSCA QSCA QSCA 2-3 Mot CS Mot=Moment Of Truth= Mot SAS 39 SAS 7
CS 1000 5 1 15 5000 5000 SAS SAS Mot Mot 1) Mot CS Mot Mot CS Mot CS 3 Mot Mot 2-4 ES() CS ES Employee Satisfaction CS ES CS ES 8
2-5 9
2-6 10
2-7 1 11
2) 5 12
3 3-1 13
3-2 14
3-3 3-4 15
4 3 4-1 2004 6 4-2 1898 1899 1906 16
1918 ) 2) 20 4-3 1983 4 15 1,600 1) 7 17
2) 60 6 6 6 CO2 60 60 4-4 2 18
4-5 4-6 4-7 4-8 4-9 19
6 4-10 POP 4-11 20
2 1 2 3 4 5 21
6 7 8 9 1 5 22
2 1 3 2 1 23
24
2005 BP 1997 ( ) ( ) 2006 1997 2004, 1987, 2005 NTT 1993 http://www.hospitality-gokui.com/a1.html 2010 9 24 http://gpscompany.blogdehp.ne.jp/article/8416523.html 2010 9 24 http://gpscompany.blogdehp.ne.jp/pages/user/search/?keyword=%83z%83x%83s%83%5 E%83%8A%83e%83B&blog_id=190661 2010 9 24 http://www.nri.co.jp/opinion/chitekishisan/2005/pdf/cs20050201.pdf#search
2010 9 24 ES http://www.dims.ne.jp/about/es-dims/index.html 2010 9 24