A FUNDAMENTAL SUTDY ON DIGITALIZING SALESPERSON BEHAVIOR IN FACE-TO-FACE SALES IN A COSMETICS STORE

作者：Murata Koichi^*

来源：International Journal of Industrial Engineering-Theory Applications and Practice, 2018, 25(1): 77-91.

• digitalization
• service engineering
• face-to-face sales
• behavior measurement

This paper proposes a method to understand the behavior of a salesperson in face-to-face sales by adopting an industrial-engineering approach, as one study on the digitalization of service management in a value chain. This allows the development of a network diagram to represent complicated service processes for multiple customers by one salesperson. Quantification of the processes is also performed to identify characteristics of the customer-service behavior for a particular salesperson by three developed indicators based on the data of the created diagram. In addition, an application study is performed to confirm the utility of the proposed methods in the case of a cosmetics shop. The obtained results provide the detail perspective to digitalize the current state of the customer service process of the analyzed salesperson.

• 出版日期2018