The Service Society was established in 2012.By systematizing a wide range of knowledge about services that have been individually addressed so far, the purpose is to contribute to the solution of various industrial issues and to build "academic for society" related to services.

　At the convention, Mr. Koji Tateoka of the Department of Precision Engineering, Graduate School of Engineering, the University of Tokyo, entitled "Learning materials that promote the acquisition of awareness skills of flight attendants who are close to passenger psychology," presented the results of joint research with new flight attendants. It was announced as a "training material" to support the improvement of treatment.

　In the joint research, ANA's flight attendants, who have won the highest rating in the airline star ranking operated by SKYTRAX * in the United Kingdom for the fifth consecutive year, will be treated as a service engineering research method. Analyzed scientifically using, and schematized as a "customer service process model".Flight attendants have cultivated hospitality in their daily crew experience, but by introducing training materials based on this "customer service process model", we will contribute to the development of flight attendants with higher hospitality. There is expected.

　Service engineering is one of the individual areas related to service science.Introduced engineering measurement, analysis, and design methods for services that traditionally tended to rely on intuition and experience.By doing so, it is possible to support the creation of highly satisfying services by adapting to diversifying customer needs and discovering new value, as well as reducing the burden on employees and improving their abilities.In the future, the ANA Cabin Center will incorporate the research results of "training materials" and utilize them for training flight attendants.

* SKYTRAX: Founded in 1989, a rating agency for the aviation industry based in London, England.