言語種別 英語 発行・発表の年月 2020/03 形態種別 学術雑誌 査読 査読あり 標題 【Study Note】“Creating Customers and Improving Productivity in the Hospitality Industry -Case studies of lodging and food service businesses-”（査読有）   【研究ノート】ホスピタリティ産業の顧客創造と生産性向上　－宿泊業・飲食業を事例に－（査読有） 執筆形態 単著 掲載誌名 International Journal of Japan Academic Society of Hospitality Management 掲載区分 国内 出版社・発行元 Japan Academic Society of Hospitality Management 巻・号・頁 6(1),pp.41-49 概要 Customers receive more than what they expect through a high level of hospitality. Customers need to be created while improving the productivity of people and organizations in terms of how to balance services and profits. The current study attempted to craft hypotheses to develop a model of innovation to help improve productivity and create customers in the hospitality industry through a literature review and case studies. Interviews were conducted with hotels, ryokan (Japanese inns), and restaurants with a high level of customer satisfaction and awards via a semi-structured open-ended technique. Based on these interviews, factors to create a framework to help create customers and improve productivity have been noted.