An empirical research for extracting a dynamic aspect of consumer behavior based on service processes

2014 Fiscal Year Final Research Report

• Project/Area Number: 25885040
• Research Category: Grant-in-Aid for Research Activity Start-up
• Allocation Type: Single-year Grants
• Research Field: Commerce
• Research Institution: Japan Advanced Institute of Science and Technology
• Principal Investigator: MASUDA Hisashi 北陸先端科学技術大学院大学, 知識科学研究科, 助教 (70708875)
• Project Period (FY): 2013-08-30 – 2015-03-31
• Keywords: 顧客満足度 / 消費者行動 / 評価基準 / Webアンケート / サービスプロセス / 動的な顧客特性

Outline of Final Research Achievements

To consider a variety of consumers and employees is quite important for a lot of enterprises within global and service economies. However it is costly for conducting a survey for extracting such criteria of services. We developed a web questionnaire system which is able to depict service processes between consumers and employees by consumers themselves. This proposed method are able to interpret a service evaluation based on concrete actual service processes. We can gain insights related to a variety of criteria that consumers have by such like a more convenient research method.

Free Research Field

商学