Customer Satisfaction Creation in Group Service Consumption: Cross-Cultural Moderators
| Project/Area Number |
26590074
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| Research Category |
Grant-in-Aid for Challenging Exploratory Research
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| Allocation Type | Multi-year Fund |
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| Research Field |
Commerce
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| Research Institution | Aoyama Gakuin University |
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Principal Investigator |
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| Co-Investigator(Kenkyū-buntansha) |
MATSUSHITA Koji 中央大学, 戦略経営研究科, 教授 (40329008)
SAITO Kaichi 明治学院大学, 経済学部, 教授 (50328671)
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| Project Period (FY) |
2014-04-01 – 2016-03-31
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| Project Status |
Completed (Fiscal Year 2015)
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| Budget Amount *help |
¥3,510,000 (Direct Cost: ¥2,700,000、Indirect Cost: ¥810,000)
Fiscal Year 2015: ¥1,690,000 (Direct Cost: ¥1,300,000、Indirect Cost: ¥390,000)
Fiscal Year 2014: ¥1,820,000 (Direct Cost: ¥1,400,000、Indirect Cost: ¥420,000)
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| Keywords | 商学 / サービス / 顧客満足 / 文化的自己観 / グループ消費 |
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| Outline of Final Research Achievements |
We propose a model in group service consumption that includes an effect of Perceived Other’s Satisfaction on CS. This study regards CS creation as a regulation process. We also suggest that self-construal, a cultural factor, moderates the process.
We conducted an online experiment using the scenario of a party at a restaurant for a colleague with data from the U.S. and Japan, representative of high-independent and interdependent societies, respectively. The results suggest that a focal customer in a group regulates his CS moderated by his self-construal. We clarify that the degree of the other customer’s experience drives the regulation and play a part in Separable or Inseparable Integration.
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Report
(3 results)
Research Products
(2 results)
