2013 Fiscal Year Final Research Report
An Interdiscipnary Research on Eravorating Service Contents and Its Economical Effects
| Project/Area Number |
23243061
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| Research Category |
Grant-in-Aid for Scientific Research (A)
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| Allocation Type | Single-year Grants |
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| Section | 一般 |
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| Research Field |
Accounting
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| Research Institution | Waseda University |
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Principal Investigator |
ITO Yoshihiro 早稲田大学, 商学学術院, 教授 (10168388)
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| Co-Investigator(Kenkyū-buntansha) |
YAMAMOTO Koji 大阪府立大学, 経済学部, 教授 (20166797)
OKADA Yukihiko 筑波大学, 大学院システム情報工学科, 准教授 (80432053)
OTANI Haruo 長崎大学, 経済学部, 准教授 (20548721)
MINAMI Chieko 神戸大学, 大学院経営学研究科, 教授 (90254234)
HIRANO Mitsutoshi 神戸大学, 大学院経営学研究科, 教授 (10346281)
METOKI Takehiro 武蔵大学, 経済学部, 准教授 (90548851)
KATO Norio 大分大学, 経済学部, 准教授 (50555068)
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| Co-Investigator(Renkei-kenkyūsha) |
KOBAYASHI Yoshitaka 早稲田大学, 商学学術院, 教授 (40062187)
SHIMIZU Takashi 早稲田大学, 商学学術院, 教授 (50216090)
HASEGAWA Keiichi 早稲田大学, 商学学術院, 教授 (60218443)
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| Project Period (FY) |
2011-04-01 – 2014-03-31
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| Keywords | サービスリエンジニアリング / サービスABCD / サービタイザーション |
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| Research Abstract |
The objective of this research is to develop a methodology for providing attractive services at low costs with a view to improving the profitability of the service industry. The difficulty of identifying customer needs accurately was generally held responsible for the delayed improvement in restoring profitability. However, our field research and questionnaire studies have pointed to the uncertainty as to a return on investment to be used for improvement and the underestimation of opportunity losses due to customer dissatisfaction as major hindrances to the effective implementation of improvement schemes. A model of a strategic supporting tool has also been suggested.
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