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Neglected International and Subnational Differences in the Success Factors of Customer Relationship Management

Research Project

Project/Area Number 24683013
Research Category

Grant-in-Aid for Young Scientists (A)

Allocation TypePartial Multi-year Fund
Research Field Commerce
Research InstitutionTokyo Institute of Technology

Principal Investigator

FRANK Bjoern  東京工業大学, 社会理工学研究科, 助教 (30467039)

Project Period (FY) 2012-04-01 – 2015-03-31
Project Status Completed (Fiscal Year 2014)
Budget Amount *help
¥11,830,000 (Direct Cost: ¥9,100,000、Indirect Cost: ¥2,730,000)
Fiscal Year 2014: ¥2,730,000 (Direct Cost: ¥2,100,000、Indirect Cost: ¥630,000)
Fiscal Year 2013: ¥5,330,000 (Direct Cost: ¥4,100,000、Indirect Cost: ¥1,230,000)
Fiscal Year 2012: ¥3,770,000 (Direct Cost: ¥2,900,000、Indirect Cost: ¥870,000)
Keywords消費者行動 / 国際マーケティング
Outline of Final Research Achievements

This research explored cross-national and sub-national differences in the success factors of customer relationship management. Through analyses of consumer data, this research identified the cultural dimensions of individualism, uncertainty avoidance, masculinity, and long-term orientation as well as consumers’ financial situation, age, and gender as moderators of consumer behavior. Based on this mechanism, this research elucidated cross-national differences in consumer behavior as well as differences among sub-national regions and ethnic groups. In addition, analyses of firm data revealed that the success factors in the operational processes of new product development are contingent upon the cultural dimensions of power distance and long-term orientation. The results of this research project would enable firms to more effectively adjust their customer relationship strategy to local consumer needs in order to enhance their long-term profitability.

Report

(4 results)
  • 2014 Annual Research Report   Final Research Report ( PDF )
  • 2013 Annual Research Report
  • 2012 Annual Research Report
  • Research Products

    (17 results)

All 2015 2014 2013 2012

All Journal Article (9 results) (of which Peer Reviewed: 9 results,  Acknowledgement Compliant: 1 results) Presentation (7 results) Book (1 results)

  • [Journal Article] Strategic Openness in Quality Control: Adjusting NPD Strategic Orientation to Optimize Quality Control2014

    • Author(s)
      D.C. Wimalachandra, B. Frank, T. Enkawa
    • Journal Title

      International Journal of Industrial Engineering: Theory, Applications and Practice

      Volume: 21(6) Pages: 348-359

    • Related Report
      2014 Annual Research Report
    • Peer Reviewed
  • [Journal Article] Affect vs. Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience2014

    • Author(s)
      B. Frank, B. Herbas Torrico, T. Enkawa, S.J. Schvaneveldt
    • Journal Title

      Journal of Retailing

      Volume: 90(4) Issue: 4 Pages: 567-586

    • DOI

      10.1016/j.jretai.2014.08.001

    • Related Report
      2014 Annual Research Report
    • Peer Reviewed / Acknowledgement Compliant
  • [Journal Article] Self-preservation vs. collective resilience as consumer responses to national disasters : A study on radioactive product contamination2014

    • Author(s)
      B. Frank, S.J. Schvaneveldt
    • Journal Title

      Journal of Contingencies and Crisis Management

      Volume: Vol. 22, No. 4(印刷中) Issue: 4 Pages: 197-208

    • DOI

      10.1111/1468-5973.12058

    • Related Report
      2014 Annual Research Report
    • Peer Reviewed
  • [Journal Article] Regional Differences in Consumer Preference Structures within China2014

    • Author(s)
      B. Frank(研究分担者), G. Abulaiti, T. Enkawa(研究代表者)
    • Journal Title

      Journal of Retailing and Consumer Services

      Volume: Vol.21, No.2 Issue: 2 Pages: 203-210

    • DOI

      10.1016/j.jretconser.2013.12.001

    • Related Report
      2013 Annual Research Report
    • Peer Reviewed
  • [Journal Article] How Do the Success Factors Driving Repurchase Intent Differ between Male and Femalew Customers?2014

    • Author(s)
      B. Frank(研究分担者)), T. Enkawa(研究代表者), S.J. Schvaneveldt
    • Journal Title

      Journal of the Academy of Marketing Science

      Volume: Vol.42, No.2 Issue: 2 Pages: 171-185

    • DOI

      10.1007/s11747-013-0344-7

    • Related Report
      2013 Annual Research Report
    • Peer Reviewed
  • [Journal Article] Leveraging Customer Orientation to Build Customer Value in Industrial Relationships2014

    • Author(s)
      D.C. Wimalachandra, B. Frank, T. Enkawa
    • Journal Title

      Journal of Japanese Operations Management and Strategy

      Volume: 4(2) Pages: 46-61

    • Related Report
      2013 Annual Research Report
    • Peer Reviewed
  • [Journal Article] How Do Asia’s Two Most Important Consumer Markets Differ? Japanese-Chinese Differences in Customer Satisfaction and Its Formation2013

    • Author(s)
      B. Frank, G. Abulaiti, B. Herbas Torrico, T. Enkawa
    • Journal Title

      Journal of Business Research

      Volume: 66(12) Issue: 12 Pages: 2397-2405

    • DOI

      10.1016/j.jbusres.2013.05.026

    • Related Report
      2013 Annual Research Report
    • Peer Reviewed
  • [Journal Article] 日本の製品・サービスを対象とした不確実性回避性向の消費者態度への影響メカニズムの解明2013

    • Author(s)
      フランク・ビョーン、エルバストツリコ・ポリス、圓川隆夫
    • Journal Title

      日本経営工学会論文誌

      Volume: 63 (4) Pages: 201-209

    • Related Report
      2012 Annual Research Report
    • Peer Reviewed
  • [Journal Article] What Characterizes Chinese Consumer Behavior? A Cross-Industry Analysis of the Chinese Diaspora in Japan2012

    • Author(s)
      B. Frank, G. Abulaiti, T. Enkawa
    • Journal Title

      Marketing Letters

      Volume: Vol. 23,No. 3 Pages: 683-700

    • Related Report
      2012 Annual Research Report
    • Peer Reviewed
  • [Presentation] The Effect of B2B Customer Value on Market Performance: Evolution along the Supply Chain2014

    • Author(s)
      D.C. Wimalachandra, B. Frank, T. Enkawa
    • Organizer
      日本品質管理学会第44回年次大会研究発表会
    • Place of Presentation
      東京都市大学(東京都世田谷区)
    • Year and Date
      2014-11-28 – 2014-11-29
    • Related Report
      2014 Annual Research Report
  • [Presentation] Assuring Product Quality through Customer Needs Focus in New Product Development: The Role of National Culture2014

    • Author(s)
      D.C. Wimalachandra, B. Frank, T. Enkawa
    • Organizer
      2014 International Conference on Quality
    • Place of Presentation
      京王プラザホテル(東京都新宿区)
    • Year and Date
      2014-10-19 – 2014-10-22
    • Related Report
      2014 Annual Research Report
  • [Presentation] The Evolution of Customer Value Creation during the Shift from Feature Phones to Smartphones2014

    • Author(s)
      B. Frank, B. Herbas Torrico, T. Enkawa
    • Organizer
      2014 International Conference on Quality
    • Place of Presentation
      京王プラザホテル(東京都新宿区)
    • Year and Date
      2014-10-19 – 2014-10-22
    • Related Report
      2014 Annual Research Report
  • [Presentation] Shaping B2B Customer Needs Focus through Production Management Strategies2014

    • Author(s)
      B. Frank, A. Grupp, T. Enkawa
    • Organizer
      ANQ (Asian Network for Quality) Congress 2014
    • Place of Presentation
      Singapore
    • Year and Date
      2014-08-05 – 2014-08-08
    • Related Report
      2014 Annual Research Report
  • [Presentation] International Consumer Reactions to Product Contamination Risks after Chronic Technological Disasters2014

    • Author(s)
      B. Frank, S.J. Schvaneveldt, B. Herbas Torrico
    • Organizer
      2014 Summer Marketing Educators' Conference
    • Place of Presentation
      San Francisco (USA)
    • Year and Date
      2014-08-01 – 2014-08-03
    • Related Report
      2014 Annual Research Report
  • [Presentation] The Role of Customer Value Co-Creation in Building Product Value2013

    • Author(s)
      B. Frank, K. Fujimoto, T. Enkawa
    • Organizer
      ANQ (Asian Network for Quality) Congress 2013
    • Place of Presentation
      Bangkok, Thailand
    • Related Report
      2013 Annual Research Report
  • [Presentation] Customer Value Creation through Product Quality and Customer Usage of Product Functions : Managing the Industry Shift towards Smartphones2012

    • Author(s)
      B. Frank, B. Herbas Torrico, T. Enkawa
    • Organizer
      2012 IEEE International Conference on Industrial Engineering and Engineering Management
    • Place of Presentation
      Hong Kong, China
    • Related Report
      2012 Annual Research Report
  • [Book] 顧客満足CSの科学と顧客価値創造の戦略―グローバル生産文化と日本文化の強みを生かすものコトづくり発想2015

    • Author(s)
      圓川隆夫、フランク・ビョーン
    • Total Pages
      217
    • Publisher
      日科技連出版社
    • Related Report
      2014 Annual Research Report

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Published: 2012-04-24   Modified: 2021-04-07  

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