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Re-design of service systems based on employee satisfaction, customer satisfaction and labour productivity
[Reconception des systèmes de services fondée sur la satisfaction des employés, la satisfaction des clients et la productivité du travail]

Author

Listed:
  • Takeshi Takenaka

    (Human Augmentation Research Center - AIST - National Institute of Advanced Industrial Science and Technology)

  • Hiroshi Nishikoori
  • Nariaki Nishino

    (UTokyo - The University of Tokyo)

  • Kentaro Watanabe

    (AIST - National Institute of Advanced Industrial Science and Technology)

Abstract

This study uses standardized indicators of employee satisfaction (ES), customer satisfaction (CS), and productivity to assess existing services and to identify service eco-systems that simultaneously realize appropriate values for customers, employees, and service providers. First, results are obtained using standardized ES and CS from comparison of industries and companies. Then a theoretical service model is constructed from a game theoretic viewpoint according to empirical analysis of data. Based on the service model, a computer simulation is conducted to test possible service models that have been redesigned in terms of pay structure.

Suggested Citation

  • Takeshi Takenaka & Hiroshi Nishikoori & Nariaki Nishino & Kentaro Watanabe, 2020. "Re-design of service systems based on employee satisfaction, customer satisfaction and labour productivity [Reconception des systèmes de services fondée sur la satisfaction des employés, la satisfa," Post-Print hal-02982268, HAL.
    • Handle: RePEc:hal:journl:hal-02982268
    DOI: 10.15122/isbn.978-2-406-11028-6.p.0017
    as

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