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Customer Satisfaction Creation in Group Service Consumption: Cross-Cultural Moderators

Research Project

Project/Area Number 26590074
Research Category

Grant-in-Aid for Challenging Exploratory Research

Allocation TypeMulti-year Fund
Research Field Commerce
Research InstitutionAoyama Gakuin University

Principal Investigator

TSUCHIHASHI Haruko  青山学院大学, 経営学部, 教授 (90333236)

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)
Project Period (FY) 2014-04-01 – 2016-03-31
Project Status Completed (Fiscal Year 2015)
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)
Keywords商学 / サービス / 顧客満足 / 文化的自己観 / グループ消費
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.

Report

(3 results)
  • 2015 Annual Research Report   Final Research Report ( PDF )
  • 2014 Research-status Report
  • Research Products

    (2 results)

All 2015 2014

All Presentation (2 results)

  • [Presentation] Customer Satisfaction Regulation in Group Service Consumption: Cross-Cultural Moderators2015

    • Author(s)
      Koji Matsushita, Haruko Tsuchihashi, Kaichi Saito
    • Organizer
      Association for Consumer Research(Asia-Pacific Conference)
    • Place of Presentation
      Hong Kong
    • Year and Date
      2015-06-19 – 2015-06-21
    • Related Report
      2014 Research-status Report
  • [Presentation] Integrating Self and Other Experience in Customer Satisfaction Judgments: Cross-Cultural Moderators2014

    • Author(s)
      Koji Matsushita, Dipankar Chakravarti, Haruko Tsuchihashi, Kaichi Saito
    • Organizer
      日本消費者行動研究学会
    • Place of Presentation
      明治学院大学
    • Year and Date
      2014-11-08 – 2014-11-09
    • Related Report
      2014 Research-status Report

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Published: 2014-04-04   Modified: 2017-05-10  

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