A comparative study of the value co-creation in remote services
| Project/Area Number |
26780202
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| Research Category |
Grant-in-Aid for Young Scientists (B)
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| Allocation Type | Multi-year Fund |
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| Research Field |
Management
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| Research Institution | Niigata University |
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Principal Investigator |
Ito Ryoji 新潟大学, 人文社会・教育科学系, 准教授 (60445872)
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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 |
¥3,640,000 (Direct Cost: ¥2,800,000、Indirect Cost: ¥840,000)
Fiscal Year 2015: ¥2,210,000 (Direct Cost: ¥1,700,000、Indirect Cost: ¥510,000)
Fiscal Year 2014: ¥1,430,000 (Direct Cost: ¥1,100,000、Indirect Cost: ¥330,000)
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| Keywords | オフショアリング / コールサービスセンター / プロトタイプ理論 / 価値共創 / 日米比較 / リモートサービス / 戦略 / マーケティング |
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| Outline of Final Research Achievements |
This study analyzes the value co-creation process between service agents at offshored call service center and onshore customer. Specifically, this study attempts to reveal the key concept for the evaluation by onshore customers toward offshored call service center agents. Theoretical and empirical considerations found that co-created value between agents and customers depends on the degree of similarity between the agents over the phone and the prototypical (from the perspective of onshore customers) onshore call service center agents.
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Report
(3 results)
Research Products
(3 results)
