Cross-countries Comparison of Customer Satisfaction and Systematization of Cultural and Economic Influences on CS

• Project/Area Number: 20310085
• Research Category: Grant-in-Aid for Scientific Research (B)
• Allocation Type: Single-year Grants
• Section: 一般
• Research Field: Social systems engineering/Safety system
• Research Institution: Tokyo Institute of Technology
• Principal Investigator: ENKAWA Takao Tokyo Institute of Technology, 大学院・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)
• 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)
• Project Period (FY): 2008 – 2010
• Project Status: Completed (Fiscal Year 2010)
• Budget Amount: ¥18,070,000 (Direct Cost: ¥13,900,000、Indirect Cost: ¥4,170,000); Fiscal Year 2010: ¥4,290,000 (Direct Cost: ¥3,300,000、Indirect Cost: ¥990,000); Fiscal Year 2009: ¥4,810,000 (Direct Cost: ¥3,700,000、Indirect Cost: ¥1,110,000); Fiscal Year 2008: ¥8,970,000 (Direct Cost: ¥6,900,000、Indirect Cost: ¥2,070,000)
• 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 / ロイヤルティ / 再購買意図 / スイッチングコスト / 多次元文化尺度 / 不確実性回避性向

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.

Research Products

• [Journal Article] 「品質文化」を語る産業競争力と文化-その1 (2011)
  • Author(s): 圓川隆夫
  • Journal Title: クオリティマンジメント 62[2] Pages: 38-39
• [Journal Article] 「品質文化」を語る産業競争力と文化-その2 (2011)
  • Author(s): 圓川隆夫
  • Journal Title: クオリティマンジメント 62[3] Pages: 42-43
• [Journal Article] 「品質文化」を語る 産業国際競争力と文化 その1 (2011)
  • Author(s): 圓川隆夫
  • Journal Title: クオリティマネジメント Volume: 65[2] Pages: 38-39
• [Journal Article] 「品質文化」を語る 産業国際競争力と文化 その2 (2011)
  • Author(s): 圓川隆夫
  • Journal Title: クオリティマネジメント Volume: 62[3] Pages: 42-43
• [Journal Article] How Schould Foreign Retailers Deal with Chinese Consumers? A Cross-National Comparison of the Formation of Customer Satisfaction (2011)
  • Author(s): Gulimire Abulaiti, Bjoern Frank, Takao Enkawa, Shane J.Schvaneveldt
  • Journal Title: Journal of Marketing Channels Volume: (In press)
  • Peer Reviewed
• [Journal Article] CS関連指標への経済危機の影響とモデレータとしての文化の役割 (2010)
  • Author(s): アブレート・グルミレ、圓川隆夫、フランク・ビヨーン
  • Journal Title: 品質 42[2] Pages: 69-77
  • NAID: 110007610078
  • Peer Reviewed
• [Journal Article] 今こそ、日本文化の強みを伸ばす雇用制度と従業員教育を (2010)
  • Author(s): 圓川隆夫
  • Journal Title: 産業訓練 56[651] Pages: 4-5
• [Journal Article] 一気通貫の設計・開発とそのベンチマーキング情報 (2010)
  • Author(s): 圓川隆夫
  • Journal Title: IEレビュー 51[1] Pages: 6-13
• [Journal Article] ガラパゴス化を競争力の源泉に変化させよう (2010)
  • Author(s): 圓川隆夫
  • Journal Title: 生産性新聞 2010年11月15日号
• [Journal Article] A Cultural Perspective on Japanese Strengths and Weakness in Operations Management (2010)
  • Author(s): 圓川隆夫
  • Journal Title: Journal of Japan Industrial Management Association 61[3E](CD-ROM)
  • NAID: 110007682188
• [Journal Article] CS関連指標への経済危機の影響とモデレータとしての文化の役割 (2010)
  • Author(s): アブレート・グルミレ、圓川隆夫、フランク・ビヨーン
  • Journal Title: 品質(日本品質管理学会誌) Volume: 42[2] Pages: 69-77
  • NAID: 110007610078
  • Peer Reviewed
• [Journal Article] A Cultural Perspective on Japanese Strengths and Weakness in Operations Management (2010)
  • Author(s): Takao ENKAWA
  • Journal Title: Journal of Japan Industrial Management Association Volume: 61[3E](招待論文 CD-ROM)
  • NAID: 110007682188
• [Journal Article] 今こそ、日本文化の強みを伸ばす雇用制度と従業員教育を (2010)
  • Author(s): 圓川隆夫
  • Journal Title: 産業訓練 Volume: 56[651] Pages: 4-5
• [Journal Article] 一気通貫の設計・開発とそのベンチマーキング情報 (2010)
  • Author(s): 圓川隆夫
  • Journal Title: IEレビュー. Volume: 51[1] Pages: 6-13
• [Journal Article] An Empirical Study on Antecedents of Aggregate Customer Satisfaction : Cross-country Findings (2009)
  • Author(s): Ogikubo, M., Schvaneveldt, S.J., Enkawa T.
  • Journal Title: Total Quality Management and Business Excellence 20[1] Pages: 23-37
  • Peer Reviewed
• [Journal Article] Economic Tnfluences on Perceived Value, Quality Expectations and Customer Satisfactions (2009)
  • Author(s): Frank, B., Enkawa T.
  • Journal Title: International journal of Customer Studies 33[1] Pages: 72-82
  • Peer Reviewed
• [Journal Article] Economic Influences on Customer Satisfaction : An International Comparison (2009)
  • Author(s): Frank, B., Enkawa T.
  • Journal Title: International journal of Business Environment 2[3] Pages: 336-352
  • Peer Reviewed
• [Journal Article] Interpreting Time Series of Patient Satisfaction : Macro vs. Micro Components (2009)
  • Author(s): Frank, B., Sudo, S., Enkawa T.
  • Journal Title: Journal of Hospital Marketing & Public Relations 19[1] Pages: 15-39
  • Peer Reviewed
• [Journal Article] 顧客満足度への経済変動バイアスの影響と企業努力を反映するその補正方法について (2009)
  • Author(s): フランク・ビョーン、圓川隆夫
  • Journal Title: 品質 39[1] Pages: 119-128
  • NAID: 110007046635
  • Peer Reviewed
• [Journal Article] 医療機関におけるCSとESの構造に関する分析 (2009)
  • Author(s): 須藤秀一、圓川隆夫、望月智行
  • Journal Title: 日本医療・病院管理学会誌 46[1] Pages: 7-16
  • NAID: 10026242859
  • Peer Reviewed
• [Journal Article] Economic Drivers of Dwelling Satisfaction : Evidence from Germany (2009)
  • Author(s): Frank, B., Enkawa T.
  • Journal Title: International journal of Housing Markets and Analysis 2[1] Pages: 6-20
  • Peer Reviewed
• [Journal Article] 顧客満足度に対する経済変数の影響とその構成品質要素による違い (2009)
  • Author(s): フランク・ビヨーン、圓川隆夫、大隈信孝
  • Journal Title: 日本経営工学会誌 60[2] Pages: 87-94
  • NAID: 110007581024
  • Peer Reviewed
• [Journal Article] Does Economic Growth Enhance Life Satisfaction? The Case of Germany (2009)
  • Author(s): Frank, B., Enkawa T.
  • Journal Title: International journal of Sociology and Social Policy 29[7/8] Pages: 313-329
  • Peer Reviewed
• [Journal Article] 高不確実性文化の功罪 (2009)
  • Author(s): 圓川隆夫
  • Journal Title: ファイナンス 45[4]
• [Journal Article] An Empirical Study on Antecedents of Aggregate Customer Satisfaction : Cross-country Findings (2009)
  • Author(s): Ogikubo, M., Schvaneveldt, S.J., Enkawa, T
  • Journal Title: Total Quality Management 20[1] Pages: 23-37
  • Peer Reviewed
• [Journal Article] Economic Influences on Perceived Value, Quality Expectations and Customer Satisfactions (2009)
  • Author(s): Bjoern FRANK, Takao ENKAWA
  • Journal Title: International Journal of Customer Studies 30[1] Pages: 72-82
  • Peer Reviewed
• [Journal Article] 顧客満足度への経済変動バイアスの影響と企業努力を反映するその補正方法について (2009)
  • Author(s): フランク・ビョーン、圓川隆夫
  • Journal Title: 品質(日本品質管理学会誌) 39[1] Pages: 119-128
  • NAID: 110007046635
  • Peer Reviewed
• [Journal Article] Economic Influences on Customer Satisfaction : : An International Comparison : An International Comparison (2009)
  • Author(s): Bjoern FRANK, Takao ENKAWA
  • Journal Title: Int. J. of Business Environment 2[3] Pages: 336-352
  • Peer Reviewed
• [Journal Article] Interpreting Time Series of Patient Satisfaction : Macro vs. Micro Components (2009)
  • Author(s): Bjoern FRANK, Shuichi SUDO, Takao ENKWA
  • Journal Title: Journal of Hospital Marketing & Public Relations 19[1] Pages: 15-39
  • Peer Reviewed
• [Journal Article] 医療機関におけるCSとESの構造に関する分析 (2009)
  • Author(s): 須藤秀一、圓川隆夫、望月智行
  • Journal Title: 日本医療・病院管理学会誌 46、No.1 Pages: 7-16
  • NAID: 10026242859
  • Peer Reviewed
• [Journal Article] Economic Drivers of Dwelling Satisfaction : Evidence from Germany (2009)
  • Author(s): Bjoern FRANK, Takao ENKAWA
  • Journal Title: International Journal of Housing Markets and Analysis 2[1] Pages: 6-20
  • Peer Reviewed
• [Journal Article] 顧客満足度に対する経済変数の影響とその構成品質要素による民違い (2009)
  • Author(s): フランク・ビヨーン、圓川隆夫、大隈信孝
  • Journal Title: 日本経営工学会誌 60[2] Pages: 87-94
  • Peer Reviewed
• [Journal Article] Does economic growth enhance life satisfaction? The case of Germany (2009)
  • Author(s): Bjoern FRANK, Takao ENKAWA
  • Journal Title: International Journal of Sociology and Social Policy, 29[7/8] Pages: 313-329
  • Peer Reviewed
• [Journal Article] 高不確実性回避文化と換骨奪胎的日本文化で国際競争力を、これからの新商品開発戦略と日本文化に基づく実践へのヒント (2009)
  • Author(s): 圓川隆夫
  • Journal Title: OMNI-MANAGEMENT 8[10] Pages: 2-5
• [Journal Article] 今こそ、日本文化の強みを伸ばす雇用制度と従業員教育を (2009)
  • Author(s): 圓川隆夫
  • Journal Title: 産業訓練 Vol.56, No.651 Pages: 4-5
• [Journal Article] Interpreting Time Series of Patient Satisfaction : Macro vs. Micro Components (2009)
  • Author(s): Frank, B., Sudo, S., Enkawa, T
  • Journal Title: International Journal of Hospital Marketing and Public Relations 19(1) Pages: 15-39
  • Peer Reviewed
• [Journal Article] Removing Economic Influences from Customer Satisfaction Scores to Assess Managerial Performance in Marketing (2009)
  • Author(s): Frank, B., Sudo, S., Enkawa, T
  • Journal Title: Journal of the Japanese Society for Quality Control 39(1) Pages: 119-128
  • NAID: 110007046635
  • Peer Reviewed
• [Journal Article] How Economic Growth Affects Customer Satisfaction (2008)
  • Author(s): Frank, B., Enkawa T.
  • Journal Title: Asia Pacific Management Review 13[2] Pages: 512-526
  • Peer Reviewed
• [Journal Article] Does Aggregate Income Influence Satisfaction with the Standard of living? (2008)
  • Author(s): Frank, B., Enkawa T.
  • Journal Title: International journal of Society Systems Science 1[2] Pages: 113-131
  • Peer Reviewed
• [Journal Article] How Economic Growth Affects Customer Satisfaction (2008)
  • Author(s): Frank, B., Enkawa, T
  • Journal Title: Asia Pacific Management Review 13(2) Pages: 531-544
  • Peer Reviewed
• [Journal Article] Does Aggregate Income Influence Satisfaction with the Standard of Living? (2008)
  • Author(s): Frank, B., Enkawa, T
  • Journal Title: International Journal of Society Systems Science 1(2) Pages: 113-131
  • Peer Reviewed
• [Presentation] 顧客ロイヤリティの形成における個人主義の役割に関する個人及び国家レベル比較研究 (2010)
  • Author(s): フランク・ビヨーン、アブレート・グルミレ、圓川隆夫
  • Organizer: (社)日本品質管理学会第40回年次大会研究発表要旨集65-68
  • Place of Presentation: 東京
  • Year and Date: 2010-10-30
• [Presentation] 顧客満足度の決定要因の男女別比較 (2010)
  • Author(s): アブレート・グルミレ、フランク・ビヨーン、圓川隆夫
  • Organizer: (社)日本品質管理学会第40回年次大会研究発表要旨集61-64
  • Place of Presentation: 東京
  • Year and Date: 2010-10-30
• [Presentation] 顧客満足度の決定要因の男女別比較 (2010)
  • Author(s): アブレート・グルミレ、フランク・ビヨーン、圓川隆夫
  • Organizer: 日本品質管理学会 第40回年次大会研究発表
  • Place of Presentation: 成城大学
  • Year and Date: 2010-10-30
• [Presentation] 顧客ロイヤリティの形成における個人主義の役割に関する個人及び国家レベル比較研究 (2010)
  • Author(s): フランク・ビヨーン、アブレート・グルミレ、圓川隆夫
  • Organizer: 日本品質管理学会 第40回年次大会研究発表
  • Place of Presentation: 成城大学
  • Year and Date: 2010-10-30
• [Presentation] The Influence of Individualism on Customer Satisfaction, Perceived Quality and Perceived Value (2010)
  • Author(s): Gulimire Abulaiti, Bjoern Frank, Takao Enkawa
  • Organizer: 8-th ANQ Congress India
  • Place of Presentation: Noida, India
  • Year and Date: 2010-10-20
• [Presentation] The Analysis of the Effect of Happiness on Customer Satisfaction (2010)
  • Author(s): Herbas-Torrico, Bjoern Frank, Gulimire Abulaiti, Takao Enkawa
  • Organizer: 8-th ANQ Congress India
  • Place of Presentation: Noida, India
  • Year and Date: 2010-10-20
• [Presentation] 顧客ロイヤリティの形成メカニズムに関する男女比較研究 (2010)
  • Author(s): フランク・ビヨーン、アブレート・グルミレ、圓川隆夫
  • Organizer: 日本品質管理学会 第92回研究発表会
  • Place of Presentation: 日本科学技術連盟
  • Year and Date: 2010-05-29
• [Presentation] 不確実性回避傾向が消費者態度に与える影響に関する研究 (2010)
  • Author(s): アブレート・グルミレ、フランク・ビヨーン、圓川隆夫
  • Organizer: 日本品質管理学会 第92回研究発表会
  • Place of Presentation: 日本科学技術連盟
  • Year and Date: 2010-05-29
• [Presentation] The Analysis of the Effect of Happiness on Customer Satisfaction (2010)
  • Author(s): Herbas-Torrico, B., Frank, B., Abulaiti, G., Enkawa T.
  • Organizer: 8^<th> ANQ Congress
  • Place of Presentation: Delhi
• [Presentation] The Influence of Individualism on Customer Satisfaction, Perceived Quality and Perceived Value (2010)
  • Author(s): Abulaiti, G., Frank, B., Enkawa T.
  • Organizer: 8^<th> ANQ Congress
  • Place of Presentation: Delhi
• [Presentation] 不確実性回避傾向が消費者態度に与える影響に関する研究 (2010)
  • Author(s): アブレート・グルミレ、フランク・ビヨーン、圓川隆夫
  • Organizer: (社)日本品質管理学会第92同研究発表要旨集59-62
  • Place of Presentation: 東京
• [Presentation] 顧客ロイヤリティの形成メカニズムに関する男女比較研究 (2010)
  • Author(s): フランク・ビヨーン、アブレート・グルミレ、圓川隆夫
  • Organizer: (社)日本品質管理学会第92同研究発表要旨集43-46
  • Place of Presentation: 東京
• [Presentation] 消費者属性と満足度の関連に関する国家間比較研究 (2009)
  • Author(s): Gulimire Abulaiti, Takao Enkawa, Bjoen Frank
  • Organizer: 日本品質管理学会第39回年次大会研究発表会
  • Place of Presentation: 大阪大学
  • Year and Date: 2009-10-31
• [Presentation] 文化を通して品質を考える (2009)
  • Author(s): 圓川隆夫
  • Organizer: 日本品質管理学会第126回シンポジウム
  • Place of Presentation: 日本科学技術連盟(東京都杉並区)
  • Year and Date: 2009-09-24
• [Presentation] Cross-National Comparison of Drivers of Customer Satisfaction (2009)
  • Author(s): Gulimire Abulaiti, Takao Enkawa
  • Organizer: 7-th ANQ Congress Tokyo
  • Place of Presentation: 早稲田大学
  • Year and Date: 2009-09-17
• [Presentation] Individualism vs. Collectivism Creating Loyal Customers across Cultural Boundaries (2009)
  • Author(s): Bjoern FRANK, Gulimire Abulaiti, Shane J.Schvaneveldt, Takao Enkawa
  • Organizer: 7-th ANQ Congress Tokyo
  • Place of Presentation: 早稲田大学
  • Year and Date: 2009-09-17
• [Presentation] 消費者属性と満足度の関連に関する国家間比較研究 (2009)
  • Author(s): アブレート・グルミレ、ビョーン・フランク、圓川隆夫
  • Organizer: (社)日本品質管理学会第39同年次大会研究発表要旨集75-78
  • Place of Presentation: 大阪
• [Presentation] Tndvi dualism vs. Collectivism Creating Loyal Customers across Cultural Boundaries (2009)
  • Author(s): Frank, B., Abulaiti, G., Schvaneveldt, S.J., Enkawa T.
  • Organizer: 77^<th> ANQ Congress 17-A-04
  • Place of Presentation: Tokyo(CD-ROM)
• [Presentation] Cross-National Comparison of Drivers of Customer Satisfaction (2009)
  • Author(s): Abulaiti, G., Enkawa T.
  • Organizer: Proceedings of the 7^<th>ANQ Congress, 16-C-01
  • Place of Presentation: Tokyo(CD-ROM)
• [Presentation] What Shoul d We Do to Keep Our Customers? (2008)
  • Author(s): Frank, B., Enkawa T.
  • Organizer: (社)日本品質管理学会第38回年次大会研究発表要旨集45-48
  • Place of Presentation: 東京
  • Year and Date: 2008-11-08
• [Presentation] 文化要因が顧客満足度とロイヤリティに及ぼす影響に関する研究 (2008)
  • Author(s): アブレート・グルミレ、圓川隆夫、シェーン・スワナベルト、鈴木定省
  • Organizer: (社)日本品質管理学会第38同年次大会研究発表要旨集49-52
  • Place of Presentation: 東京
  • Year and Date: 2008-11-08
• [Presentation] 文化要因が顧客満足度とロイヤリティに及ぼす影響に関する研究 (2008)
  • Author(s): アブレート・グルミレ
  • Organizer: 日本品質管理学会第38回年次大会研究発表会
  • Place of Presentation: 東京工業大学
  • Year and Date: 2008-11-08
• [Presentation] What Should We Do to Keep Our Customer ? (2008)
  • Author(s): ビョーン・フランク
  • Organizer: 日本品質管理学会第38回年次大会研究発表会
  • Place of Presentation: 東京工業大学
  • Year and Date: 2008-11-08
• [Presentation] Improving Interpretations of Customer Satisfaction Survey Results (2008)
  • Author(s): Frank, B.
  • Organizer: 6^<th> ANQ Congress
  • Place of Presentation: Bangkok
  • Year and Date: 2008-10-29
• [Presentation] New Product Development Efficiency and Firm's Financial Performance : Perspective of Technology Trajectories in Japanese Manufacturing (2008)
  • Author(s): Anantana, T., ENKAWA T., Suzuki S.
  • Organizer: Proceedings of the 5th International Conference on Innovation and Management (ICIM)766-774
  • Place of Presentation: Maastricht, the Netherlands
• [Presentation] Economic influences on Customer Satisfaction : Variation by Product Function (2008)
  • Author(s): Frank, B., Enkawa T.
  • Organizer: Proceedings of the 2008 IEEE International Conference on Industrial Engineering and Engineering Management
  • Place of Presentation: Singapore
• [Presentation] Tmproving Tnterpretations of Customer Satisfaction Survey Results (2008)
  • Author(s): Frank, B., Enkawa T.
  • Organizer: Proceedings of the 6^<th> ANQ Congress
  • Place of Presentation: Bangkok
• [Book] オペレーションズ・マネジメントの基礎一現代の経営⊥学 (2009)
  • Author(s): 圓川隆夫
  • Total Pages: 183
  • Publisher: 朝倉書店
• [Book] 我が国文化と品質精緻さにこだわる不確実性回避文化の功罪 (2009)
  • Author(s): 圓川隆夫
  • Total Pages: 151
  • Publisher: 日本規格協会
• [Book] オペレーションズ・マネジメントの基礎-現代の経営工学- (2009)
  • Author(s): 圓川隆夫
  • Total Pages: 183
  • Publisher: 朝倉書店
• [Remarks] ホームページ等
  • URL: http://www.ie.me.titech.ac.jp/lab/enkawa/index-j.html