An Analytical Method Using STAR Framework to Educate on the Provision of Services that Enable Customer Delight

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  • 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

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Abstract

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.

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  • Bulletin

    Bulletin 16 75-88, 2024-03-31

    多摩大学グローバルスタディーズ学部

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