{"created":"2023-06-19T11:11:19.536473+00:00","id":1469,"links":{},"metadata":{"_buckets":{"deposit":"629b6377-108d-49c4-8bb2-f3a4fe56c78c"},"_deposit":{"created_by":5,"id":"1469","owners":[5],"pid":{"revision_id":0,"type":"depid","value":"1469"},"status":"published"},"_oai":{"id":"oai:fukuoka-edu.repo.nii.ac.jp:00001469","sets":["71:76:1715573589784"]},"author_link":["4894"],"item_16_biblio_info_7":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicIssueDates":{"bibliographicIssueDate":"2000-02-10","bibliographicIssueDateType":"Issued"},"bibliographicPageEnd":"52","bibliographicPageStart":"35","bibliographicVolumeNumber":"49","bibliographic_titles":[{"bibliographic_title":"福岡教育大学紀要. 第五分冊, 芸術・保健体育・家政科編"},{"bibliographic_title":"Bulletin of Fukuoka University of Education. Part V, Art, health and physical education, and home economics"}]}]},"item_16_description_4":{"attribute_name":"抄録","attribute_value_mlt":[{"subitem_description":"Recently, interest in the services marketing phenomena has increased in the field of sport management. Among the diverse foci of these inquiries has been the study of service quality. In particular, researchers have sought to identify service encounters, or the \"moment of truth\" affecting sport consumers' perceptions of service quality. Such information can aid sport organizations in the design and implementation of service delivery system. Generally, the service encounter has been defined as \"a period of time during which a consumer directly interacts with a service\" (Shostack, 1985, p.243). The main purpose of this study is to dynamically diagnose service failpoints through the delivery system of sport services by analyzing unfavorable service encounters and exceptionally dissatisfying episodes or stories from the sport consumer's point of view. In pursuit of such \npurpose, this study utilizes a sample of selected public fitness room users and Flanagan's (1954) critical incident technique (CIT). Using the CIT, 1020 critical incidents data were gathered from 340 users regarding unfavorable service encounters and exceptionally dissatisfying episodes with sport organizations. Analysis of the data revealed five unfavorable service encounters and three major categories of service delivery failpoints. These three categories included: (1) Participants; (2) Physical Evidence; and (3) Process of Service Assembly. Also, these were classified 10 unique subcategories (two in Category 1, four in Category 2, and four in Category 3) through the inductive sorting process. In addition, the improvement strategies of service quality are examined and managerial implications are discussed.","subitem_description_type":"Abstract"}]},"item_16_radio_19":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"subitem_radio_item":"紀要論文 Article"}]},"item_1714138083653":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"0286-3243","subitem_source_identifier_type":"PISSN"}]},"item_1714138754612":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"福岡教育大学"}]},"item_access_right":{"attribute_name":"アクセス権","attribute_value_mlt":[{"subitem_access_right":"open access","subitem_access_right_uri":"http://purl.org/coar/access_right/c_abf2"}]},"item_creator":{"attribute_name":"著者","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"中西, 純司","creatorNameLang":"ja"},{"creatorName":"ナカニシ, ジュンジ","creatorNameLang":"ja-Kana"},{"creatorName":"NAKANISHI, Junji","creatorNameLang":"en"}],"familyNames":[{"familyName":"中西","familyNameLang":"ja"},{"familyName":"ナカニシ","familyNameLang":"ja-Kana"},{"familyName":"NAKANISHI","familyNameLang":"en"}],"givenNames":[{"givenName":"純司","givenNameLang":"ja"},{"givenName":"ジュンジ","givenNameLang":"ja-Kana"},{"givenName":"Junji","givenNameLang":"en"}],"nameIdentifiers":[{"nameIdentifier":"4894","nameIdentifierScheme":"WEKO"}]}]},"item_files":{"attribute_name":"ファイル情報","attribute_type":"file","attribute_value_mlt":[{"accessrole":"open_date","date":[{"dateType":"Available","dateValue":"2020-09-28"}],"displaytype":"detail","filename":"nakanishi_49_5.pdf","filesize":[{"value":"2.4 MB"}],"format":"application/pdf","licensetype":"license_note","mimetype":"application/pdf","url":{"label":"nakanishi_49_5.pdf","url":"https://fukuoka-edu.repo.nii.ac.jp/record/1469/files/nakanishi_49_5.pdf"},"version_id":"cdf91481-0f60-43bf-93ce-4bac1745c0b1"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"service delivery system","subitem_subject_scheme":"Other"},{"subitem_subject":"ETYP:教育関連論文","subitem_subject_scheme":"Other"},{"subitem_subject":"service encounter","subitem_subject_scheme":"Other"},{"subitem_subject":"moment of truth","subitem_subject_scheme":"Other"},{"subitem_subject":"service quality","subitem_subject_scheme":"Other"},{"subitem_subject":"critical incident technique","subitem_subject_scheme":"Other"},{"subitem_subject":"サービス・デリバリー・システム","subitem_subject_scheme":"Other"},{"subitem_subject":"サービス・エンカウンター","subitem_subject_scheme":"Other"},{"subitem_subject":"決定的瞬間","subitem_subject_scheme":"Other"},{"subitem_subject":"サービス・クオリティ","subitem_subject_scheme":"Other"},{"subitem_subject":"臨海接触技法","subitem_subject_scheme":"Other"}]},"item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourcetype":"departmental bulletin paper","resourceuri":"http://purl.org/coar/resource_type/c_6501"}]},"item_title":"スポーツサービスのデリバリー･システムにおける障害点の診断 : サービス･クオリティの改善をめざして","item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"スポーツサービスのデリバリー･システムにおける障害点の診断 : サービス･クオリティの改善をめざして","subitem_title_language":"ja"},{"subitem_title":"スポーツ サービス ノ デリバリー システム ニ オケル ショウガイテン ノ シンダン : サービス　クオリティ ノ カイゼン オ メザシテ","subitem_title_language":"ja-Kana"},{"subitem_title":"Diagnosing service failpoints through the delivery system of sport services : towards an improvement of service quality by the critical incident technique","subitem_title_language":"en"}]},"item_type_id":"16","owner":"5","path":["1715573589784"],"pubdate":{"attribute_name":"PubDate","attribute_value":"2009-03-03"},"publish_date":"2009-03-03","publish_status":"0","recid":"1469","relation_version_is_last":true,"title":["スポーツサービスのデリバリー･システムにおける障害点の診断 : サービス･クオリティの改善をめざして"],"weko_creator_id":"5","weko_shared_id":-1},"updated":"2024-05-23T05:04:05.264652+00:00"}