@article{oai:shukutoku.repo.nii.ac.jp:00001578,
 author = {小澤, 信夫 and Ozawa, Nobuo},
 issue = {2},
 journal = {国際経営・文化研究, Cross-cultural business and cultural studies},
 month = {Mar},
 note = {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., 12, 研究ノート},
 pages = {137--155},
 title = {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},
 volume = {18},
 year = {2014},
 yomi = {オザワ, ノブオ}
}