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Study about Transferences of Activities That constitute the Service Deliver Process, between Subjects, between spaces, and between times

研究构成服务提供过程的活动在主体之间、空间之间和时间之间的转移

基本信息

批准号：
16530282
负责人：
FUJIMURA Kazuhiro
金额：
$ 1.86万
依托单位：
Kagawa University
依托单位国家：
日本
项目类别：
Grant-in-Aid for Scientific Research (C)
财政年份：
2004
资助国家：
日本
起止时间：
2004 至 2006
项目状态：
已结题

项目摘要

In this study, I defined the service as "aggregate of production activities to lead changes as the benefits that customers hoped to enjoy by service consumption," and examined "the activity" that is an important concept systematically. Furthermore, I focused on the transferences of activities between subjects, between spaces, and between times, and examined the effects of outside and inside assets of service organization on them, and relationship between the transferences of activities and marketing results. To empirically examine, I used results of the quantitative researches that I carried out for long-established service organizations. As a result of it, it became clear that most of service organizations adopt various transferences of activities between subjects simultaneously. In addition, it became clear that transferences of some activities between subjects had an influence on marketing result, and positive transferences were needed for long-established service organizations to growth.In addition, the following thing was found.1) A brand power and formality degree of outside assets had the influences on the transferences of activities.2) The capabilities of employees and the ability to manage multiple stores played important role on the transferences of activities.3) About relationship between the transferences of activities and marketing results, positive changes of a service delivery process by that some activities were transferred among employee, customer, and machine were needed for long-established service organizations to growth.4) The effects of the transferences of activities on marketing results were depended on the type of service, and the benefits that customers expected.

在本研究中，笔者将服务定义为“顾客希望通过服务消费享受到的利益，为引导变革而进行的生产活动的集合体”，并对“活动”这一重要概念进行了系统的考察。此外，我还着重研究了活动在主体之间、空间之间和时间之间的转移，并考察了服务组织的外部资产和内部资产对活动转移的影响，以及活动转移与营销效果之间的关系。为了进行实证检验，我使用了我对历史悠久的服务机构进行的定量研究的结果。由此可见，大多数服务组织同时采用主体间的各种活动转移。此外，研究还发现，主体间某些活动的转移对营销结果有影响，而长期服务组织的成长需要正向转移。研究发现：1）品牌力和外部资产正式化程度对活动转移有影响;员工的能力和管理多个商店的能力对活动转移起着重要的作用。3）关于活动转移与营销效果的关系，服务交付流程的积极变化，一些活动在员工，客户，活动转移对营销效果的影响取决于服务的类型，以及客户所期望的好处。