2010 Fiscal Year Final Research Report
Cross-countries Comparison of Customer Satisfaction and Systematization of Cultural and Economic Influences on CS
| Project/Area Number |
20310085
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| Research Category |
Grant-in-Aid for Scientific Research (B)
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| Allocation Type | Single-year Grants |
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| Section | 一般 |
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| Research Field |
Social systems engineering/Safety system
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| Research Institution | Tokyo Institute of Technology |
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Principal Investigator |
ENKAWA Takao Tokyo Institute of Technology, 大学院・社会理工学研究科, 教授 (70092541)
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| Co-Investigator(Kenkyū-buntansha) |
SUZUKI Sadami 東京工業大学, 大学院・社会理工学研究科, 准教授 (50323811)
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| Co-Investigator(Renkei-kenkyūsha) |
FRANK Bjoern 東京工業大学, 大学院・社会理工学研究科, 助教 (30467039)
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| Project Period (FY) |
2008 – 2010
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| Keywords | 顧客満足度 / 知覚品質 / 事前期待 / 期待-不確認モデル / 不確実性回避 / 個人主義 / 景気期待感 / 国際比較 |
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| Research Abstract |
Nowadays CS (Customer Satisfaction) is becoming a common measure of firm performance. This study built the first database of CS and related measures for 15 products and services of eight countries and regions including advanced and new developed countries using the same methodology. Based on this database, empirical analyses examined influential effects of country culture and economic condition on CS and causal mechanisms among CS-related measures. Many implications were obtained concerning global marketing and quality design.
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Research Products
(36 results)
