Analysis of Service Staff's Observation on a Customer A Case Study of Hotel Service in Japan

Personalized services are required for high customer satisfaction and depends on front-line employees. Superior service staff sometimes notice what general staff can't, have a better understanding of how to observe customers and provide excellent service according to the situation. In this study, we investigate how staffs observe customers, and in turn, use this information for human resource development. Through this investigation, we gather data on the staff's gaze point, and then understand their thinking process in response to what they saw. The gaze points are categorized into 8 items. What the staff thought varied even with the same gaze points. From the results of the analysis, we propose a model of the staff's observation levels. Using this model, service staff can be trained to provide better customer service.