An empirical research for extracting a dynamic aspect of consumer behavior based on service processes

• Project/Area Number: 25885040
• Research Category: Grant-in-Aid for Research Activity Start-up
• Allocation Type: Single-year Grants
• Research Field: Commerce
• Research Institution: Japan Advanced Institute of Science and Technology
• Principal Investigator: MASUDA Hisashi 北陸先端科学技術大学院大学, 知識科学研究科, 助教 (70708875)
• Project Period (FY): 2013-08-30 – 2015-03-31
• Project Status: Completed (Fiscal Year 2014)
• Budget Amount: ¥2,730,000 (Direct Cost: ¥2,100,000、Indirect Cost: ¥630,000); Fiscal Year 2014: ¥1,300,000 (Direct Cost: ¥1,000,000、Indirect Cost: ¥300,000); Fiscal Year 2013: ¥1,430,000 (Direct Cost: ¥1,100,000、Indirect Cost: ¥330,000)
• Keywords: 顧客満足度 / 消費者行動 / 評価基準 / Webアンケート / サービスプロセス / 動的な顧客特性 / 顧客満足 / 顧客行動 / 動的なサービス評価 / ビジネスプロセスモデリング / 顧客側からのサービス分類

Outline of Final Research Achievements

To consider a variety of consumers and employees is quite important for a lot of enterprises within global and service economies. However it is costly for conducting a survey for extracting such criteria of services. We developed a web questionnaire system which is able to depict service processes between consumers and employees by consumers themselves. This proposed method are able to interpret a service evaluation based on concrete actual service processes. We can gain insights related to a variety of criteria that consumers have by such like a more convenient research method.

Research Products

• [Journal Article] Development of an Evaluation Approach for Customer Service Interaction Models (2014)
  • Author(s): Masuda, Hisashi, Wilfrid Utz, and Yoshinori Hara
  • Journal Title: Knowledge Science, Engineering and Management Lecture Notes in Computer Science, Springer International Publishing Volume: Volume 8793 Pages: 150-161
  • DOI: 10.1007/978-3-319-12096-6_14
  • ISBN: 9783319120959, 9783319120966
  • Peer Reviewed
• [Presentation] Developing an ad-hoc Questionnaire Model for extracting Consumer Behaviour in Service Encounter (2015)
  • Author(s): Hisashi Masuda and Yoshinori Hara
  • Organizer: The 3rd international conference on Serviceology (ICServ 2015)
  • Place of Presentation: San Jose, CA, USA
  • Year and Date: 2015-07-07 – 2015-07-09
• [Presentation] Development of an Evaluation Approach for Customer Service Interaction Models (2014)
  • Author(s): Masuda, H., Utz, Wilfrid and Hara, Y.
  • Organizer: 7th International Conference on Knowledge Science, Engineering and Management(KSEM 2014)
  • Place of Presentation: Sibiu, Romania
  • Year and Date: 2014-10-16 – 2014-10-18
• [Presentation] A Dynamic Model based on Customer Learning Speed (2014)
  • Author(s): Masuda, H., and Hara, Y.
  • Organizer: 2nd International Conference on The Human Side of Service Engineering
  • Place of Presentation: Krakow, Poland
  • Year and Date: 2014-07-19 – 2014-07-23
• [Presentation] Effect of social promotion for customer choice in the high mobility of mobile phone market (2014)
  • Author(s): Javaid, A., Masuda, H., Kohda, Y.
  • Organizer: 2nd International Conference on The Human Side of Service Engineering
  • Place of Presentation: Krakow, Poland
  • Year and Date: 2014-07-19 – 2014-07-23
• [Presentation] The Development of Web Questionnaire with Business Process Modeling for Service Evaluation
  • Author(s): Masuda, H., Utz, W.
  • Organizer: ACIS 2013
  • Place of Presentation: Phuket, Thailand
• [Remarks] HisashiMasuda@JAIST
  • URL: http://www.jaist.ac.jp/~masuda/
• [Remarks] 科研スタート支援: サービスプロセスに基づく動的な顧客特性の抽出に関する実証研究
  • URL: http://www.jaist.ac.jp/~masuda/research/