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

Takeshi Takenaka, Hiroshi Nishikoori, Nariaki Nishino () and Kentaro Watanabe
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Takeshi Takenaka: Human Augmentation Research Center - AIST - National Institute of Advanced Industrial Science and Technology
Nariaki Nishino: UTokyo - Tōkyō teikoku daigaku = University of Tokyo [Tokyo]
Kentaro Watanabe: AIST - National Institute of Advanced Industrial Science and Technology

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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.

Keywords: employee satisfaction; service system; simulation; pay structure; service engineering; satisfaction des employés; système de service; structure salariale; ingénierie du service (search for similar items in EconPapers)
Date: 2020-10-28
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Published in European Review of Service Economics and Management, 2020, European Review of Service Economics and Management 2020 – 2, n° 10, 2020 – 2 (n° 10), pp.17-47. ⟨10.15122/isbn.978-2-406-11028-6.p.0017⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02982266

DOI: 10.15122/isbn.978-2-406-11028-6.p.0017

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