An Empirical Study for Measuring Effects of Customer Satisfaction on Service Productivity

2017 Fiscal Year Final Research Report

• Project/Area Number: 15H03395
• Research Category: Grant-in-Aid for Scientific Research (B)
• Allocation Type: Single-year Grants
• Section: 一般
• Research Field: Commerce
• Research Institution: Hosei University
• Principal Investigator: OGAWA Kosuke 法政大学, 大学院イノベーション・マネジメント研究科, 教授 (50105855)
• Co-Investigator(Kenkyū-buntansha): 酒井 理 法政大学, キャリアデザイン学部, 教授 (30411466) ; 豊田 裕貴 法政大学, 大学院イノベーション・マネジメント研究科, 教授 (40398946) ; 小野 譲司 青山学院大学, 経営学部, 教授 (90308247)
• Project Period (FY): 2015-04-01 – 2018-03-31
• Keywords: サービスの生産性 / JCSI（日本版顧客満足度指数） / 利益率 / サービス業の収益性 / サービス品質 / 顧客満足度（CS） / サービス・イノベーション / 顧客ロイヤリティ

Outline of Final Research Achievements

We intended to build a new theoretical framework for contributing to develop the Japanese service industries. Specifically, we identified the mechanisms to successfully induce high profit/productivity of major Japanese companies in service industry. At the same time, we tried to promote the business system transfer of best practices in management process into companies across service industry. To do so, we implemented the desk research and intensive interviews with practitioners who have been operating the high-performance businesses. A new book will be published with data analysis and findings by case studies based on JCSI. A special joint seminar has been organized by our research team. More than 30 practitioners from major retail and service companies participated in the sessions. Our research findings appeared in the popular newspapers / on-line magazines and major business journals. We focused on the business models with high added value of best practice companies.

Free Research Field

マーケティング