2015 Fiscal Year Final Research Report
A Study of Interaction between Employees and Customers in Service Encounter
| Project/Area Number |
25380575
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| Research Category |
Grant-in-Aid for Scientific Research (C)
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| Allocation Type | Multi-year Fund |
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| Section | 一般 |
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| Research Field |
Commerce
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| Research Institution | Takushoku University |
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Principal Investigator |
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| Co-Investigator(Kenkyū-buntansha) |
戸谷 圭子 明治大学, その他の研究科, 教授 (20350308)
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| Project Period (FY) |
2013-04-01 – 2016-03-31
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| Keywords | サービス・マーケティング / サービス・エンカウンター / 相互作用 / 顧客 / 従業員 |
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| Outline of Final Research Achievements |
The purpose of the research was to study interaction between employee and customer in Service Encounter of Information services. The research approached the purpose with a focus of Service Encounter’s dynamic characteristics. The research was completed by achieving the following results: (1) Clarified customers’ situations facing interactions against employees, (2) Clarified employees’ situations facing interactions against customers, (3) Examined dynamic changes in the service offering structure due to repetitive interactions.
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| Free Research Field |
マーケティング
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