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日本の流通産業に於ける感動の顧客満足度について : 顧客の声による顧客感動CSの測定アプローチ
https://shukutoku.repo.nii.ac.jp/records/1578
https://shukutoku.repo.nii.ac.jp/records/15783275534e-9d50-41ed-a44a-f07ceca550ae
| 名前 / ファイル | ライセンス | アクション |
|---|---|---|
SSC-JA2014-01802-012.pdf (2.4 MB)
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| Item type | [ELS]紀要論文 / Departmental Bulletin Paper(1) | |||||
|---|---|---|---|---|---|---|
| 公開日 | 2018-02-09 | |||||
| タイトル | ||||||
| タイトル | 日本の流通産業に於ける感動の顧客満足度について : 顧客の声による顧客感動CSの測定アプローチ | |||||
| タイトル | ||||||
| タイトル | Impressive Customer Satisfaction in Japanese Distribution Industry : Achieving Customer Satisfaction by Analyzing the Voices of Customers | |||||
| 言語 | en | |||||
| 言語 | ||||||
| 言語 | jpn | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | 顧客の声 | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | ご要望・苦情分析 | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | 顧客クレーム対応 | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | 感動の顧客満足 | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | 企業の社会的責任 | |||||
| 資源タイプ | ||||||
| 資源タイプ識別子 | http://purl.org/coar/resource_type/c_6501 | |||||
| 資源タイプ | departmental bulletin paper | |||||
| 雑誌書誌ID | ||||||
| 収録物識別子タイプ | NCID | |||||
| 収録物識別子 | AA11169031 | |||||
| 論文名よみ | ||||||
| タイトル | ニホン ノ リュウツウ サンギョウ ニオケル カンドウ ノ コキャク マンゾクド ニツイテ : コキャク ノ コエ ニヨル コキャク カンドウ CS ノ ソクテイ アプローチ | |||||
| 著者 |
小澤, 信夫
× 小澤, 信夫× Ozawa, Nobuo |
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| 著者所属(日) | ||||||
| 値 | 淑徳大学国際コミュニケーション学部兼任講師 | |||||
| 記事種別(日) | ||||||
| 内容記述タイプ | Other | |||||
| 内容記述 | 研究ノート | |||||
| 抄録(英) | ||||||
| 内容記述タイプ | Other | |||||
| 内容記述 | In the 21st century of knowledge-based society, how to respond to customers in the distribution industry become more and more important than ever. It is needless to say that, in this highly-networked information society, customer satisfaction influences the future and development of enterprises. Corporate profits in the distribution industry, such as supermarkets, are simply defined as the number of customers multiplied by the average sale amount to per customer. In order to achieve the ultimate customer satisfaction, high impression, happiness and surprise beyond customers’ expectations are needed. To understand what customers really want and to meet the needs of them, it would be vital for companies to gather the voices of the customers through a suggestion box in the offices or stores which are directly submitted to store managers. After gathering the voices of customers in a community, it is important to put these suggestions into practice. Since the distribution industry is a labor-intensive industry and close to customers, it is necessary to accept and respect customers’ opinions sincerely. Recently, corporate social responsibility (CSR) is emphasized more than before. The only true property of enterprises must be customer satisfaction and high employee morale. An enterprise needs to coexist with the community, become “a good corporate citizen”, and earn the confidence from the society. For the credibility, to make close relation with customers is essential rather than to increase sales. It is estimated that only 4% of voices from the customers is reached to the enterprises. The proposal of this study is how to improve customer satisfaction by gathering and analyzing the voices of the customers. |
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| 書誌情報 |
国際経営・文化研究 en : Cross-cultural business and cultural studies 巻 18, 号 2, p. 137-155, 発行日 2014-03-01 |
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| 表示順 | ||||||
| 内容記述タイプ | Other | |||||
| 内容記述 | 12 | |||||
| ISSN | ||||||
| 収録物識別子タイプ | ISSN | |||||
| 収録物識別子 | 13431412 | |||||
