@article{CTT100644824,
  author = {長尾有記 and 梅室博行},
  title = {おもてなしを構成する要因の体系化と評価ツールの開発},
  journal = {日本経営工学会論文誌},
  year = 2012,
}

@inproceedings{CTT100612522,
  author = {Yuki Nagao and Hiroyuki Umemuro},
  title = {Elements Constructing Omotenashi and Development of Checklist},
  booktitle = {Proceedings of The 2nd International Service Innovation Design Conference},
  year = 2010,
}