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The Influence that Customer's Learning and Sharing of the Script about Service Delivery Process Give to Customer Satisfaction

客户学习和分享服务交付流程脚本对客户满意度的影响

基本信息

批准号：
11630110
负责人：
FUJIMURA Kazuhiro
金额：
$ 1.73万
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：
1999
资助国家：
日本
起止时间：
1999 至 2000
项目状态：
已结题

来源：
https://kaken.nii.ac.jp/grant/KAKENHI-PROJECT-11630110/
关键词：
Script Customer Satisfaction Employee satisfaction クリティカルパス

项目摘要

In service consumption, the customer participates in delivery process, and must cooperate with other participants. Because a customer usually participates in delivery process and cooperates with other participants based on the scripts that he holds, the degree that he shares a script with others gives major influence to his satisfaction. Also, the script has appraisal standard function and prediction improvement function, and when these functions act adequately, they are thought to give positive effect to customer satisfaction. In this research, I have investigated these functions of a script theoretically and empirically.In empirical investigation, I researched into medical care service and restaurant service. By investigation of medical care service, the critical path which are used increasingly in medical care field is though to functions as a explicit script, so I analyzed the effect that it gave to patient satisfaction. By investigation of restaurant service, I analyzed how satisfaction and evaluation of a user changed by showing informations that are related to a script to a user beforehand.As a result of analysis, I found the following result. (1) The sharing of the script among participants gives positive effect to satisfaction of the customers, but the intensity of the influence was less than the standard that I anticipated. (2) The showing information that are related to the script changes the satisfaction structure of the customers. (3) If the information content to show is not pleasing for customers, it give negative effect to customer satisfaction.

在服务消费中，顾客参与了交付过程，必须与其他参与者合作。由于客户通常参与交付过程，并根据他所持有的脚本与其他参与者合作，因此他与他人共享脚本的程度对他的满意度产生重大影响。此外，该脚本还具有评价标准功能和预测改进功能，当这些功能充分发挥时，它们被认为会对客户满意度产生积极影响。在本研究中，我从理论和实证两方面对剧本的这些功能进行了研究，在实证研究中，我对医疗服务和餐饮服务进行了研究。通过对医疗服务的调查，认为在医疗服务领域中应用越来越广泛的关键路径是一种显性脚本，因此分析了它对患者满意度的影响。通过对餐厅服务的调查，分析了通过事先向用户展示与脚本相关的信息，用户的满意度和评价如何变化。作为分析的结果，我发现了以下结果。(1)参与者之间的脚本共享对客户满意度产生了积极的影响，但影响的强度低于我预期的标准。(2)与脚本相关的显示信息改变了客户的满意度结构。(3)如果展示的信息内容不令顾客满意，则会对顾客满意度产生负面影响。