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Communications in Computer and Information Science

Serviceology for Services

7th International Conference, ICServ 2020, Osaka, Japan, March 13–15, 2020, Proceedings

Editors: Takenaka, Takeshi, Han, Spring, Minami, Chieko (Eds.)

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eBook 64,19 €
price for Spain (gross)
  • ISBN 978-981-15-3118-7
  • Digitally watermarked, DRM-free
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Softcover 79,03 €
price for Spain (gross)
  • ISBN 978-981-15-3117-0
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  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
About this book

This book constitutes the refereed proceedings of the 7th International Conference on Serviceology for Services, held in Osaka, Japan, in March 2020.

The 16 full papers and 3 short papers presented in this volume were carefully reviewed and selected from 58 submissions. The papers are organized around the following topics: hospitality management; service innovation and employee engagement; service marketing and consumer behavior; customer experience and service design; service engineering and implementation.

Table of contents (19 chapters)

Table of contents (19 chapters)
  • Cognitive Competencies of Front-Line Employees in the Hospitality Industry: The Concept of “Serving not to Serve”

    Pages 3-19

    Fukushima, Ryo (et al.)

  • Exploring the Impact of Managerial Responses to Online Reviews in the Sharing Economy: A Case of Accommodation Sharing Service

    Pages 20-33

    Liu, Wenlong (et al.)

  • “Omotenashi” Must Comprise Hospitality and Service

    Pages 34-53

    Kuboyama, Tetsuo

  • Analysis of Service Staff’s Observation on a Customer

    Pages 54-69

    Shimada, Satoshi (et al.)

  • Models for Designing Excellent Service Through Co-creation Environment

    Pages 73-83

    Hara, Tatsunori (et al.)

Buy this book

eBook 64,19 €
price for Spain (gross)
  • ISBN 978-981-15-3118-7
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover 79,03 €
price for Spain (gross)
  • ISBN 978-981-15-3117-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
Serviceology for Services
Book Subtitle
7th International Conference, ICServ 2020, Osaka, Japan, March 13–15, 2020, Proceedings
Editors
  • Takeshi Takenaka
  • Spring Han
  • Chieko Minami
Series Title
Communications in Computer and Information Science
Series Volume
1189
Copyright
2020
Publisher
Springer Singapore
Copyright Holder
Springer Nature Singapore Pte Ltd.
eBook ISBN
978-981-15-3118-7
DOI
10.1007/978-981-15-3118-7
Softcover ISBN
978-981-15-3117-0
Series ISSN
1865-0929
Edition Number
1
Number of Pages
XI, 309
Number of Illustrations
39 b/w illustrations, 80 illustrations in colour
Topics