Elucidation of CS generation model based on the two way of rational and affective processes and its application to the quality design policy

2014 Fiscal Year Final Research Report

• Project/Area Number: 24510183
• Research Category: Grant-in-Aid for Scientific Research (C)
• Allocation Type: Multi-year Fund
• Section: 一般
• Research Field: Social systems engineering/Safety system
• Research Institution: Tokyo Institute of Technology
• Principal Investigator: ENKAWA Takao 東京工業大学, 社会理工学研究科, 教授 (70092541)
• 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) ; FRANK Bjoern 東京工業大学, 大学院社会理工学研究科, 助教 (30467039)
• Project Period (FY): 2012-04-01 – 2015-03-31
• Keywords: CS（顧客満足度） / CS生成メカニズム / 情緒的価値 / 企業イメージ / 国の文化

Outline of Final Research Achievements

This study clarified that affective hedonic value influences more to CS(Customer Satisfaction) than rational utilitarian value through the CS survey of 8 countries in the world intended for the 15 products and services aiming at the elucidation of CS determinant mechanism. As a result a new fact that hedonic company or brand image contributes to the CS than the perceived quality and value was provided, and new findings useful on the quality design policy in the global market, that its influence depends much on country culture and that it particularly large in USA and China, owere also given.

Free Research Field

オペレーションズマネジメント