Sensor network to measure MAAI on value co-creation process: feasibility study of MAAI optimization on customer service

ABSTRACT

The purpose of this study is the measurement of MAAI and value co-creation in Japanese-style service interaction through quantification of service interaction between a customer and a salesperson in retail stores. In this paper, we propose the MAAI measurement technique of service interaction in retail store. We confirmed that MAAI measurement enables modeling value co-creation in this customer service situation. As a result, the technique proposed here to measure MAAI is expected to be useful to manage and computing customer service.

References

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