A comparative study of the value co-creation in remote services

Research Project

Project/Area Number	26780202
Research Category	Grant-in-Aid for Young Scientists (B)
Allocation Type	Multi-year Fund
Research Field	Management
Research Institution	Niigata University
Principal Investigator	Ito Ryoji 新潟大学, 人文社会・教育科学系, 准教授 (60445872)
Project Period (FY)	2014-04-01 – 2016-03-31
Project Status	Completed (Fiscal Year 2015)
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)
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
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.

Report

(3 results)