Theoretical Development and Applied Research on Service Marketing based on Japanese Customer Satisfaction Index

在本研究项目中，我们基于美国顾客满意度指数(ACSI)的理论模型，完成了日本顾客满意度指数(JCSI)的编制。在该项目的下一阶段，JCSI模式被应用于全国范围内的全面消费者调查，该调查涵盖了来自服务业30个部门的约300家公司。自2010年以来，JCSI年度消费者调查一直在商业基础上进行。项目成员利用调查产生的累积数据，促进了理论和应用研究。本研究项目的主要研究成果如下：客户满意指数和客户失望指数的发展、统计估计方法领域的研究方法、转换壁垒对客户保持的影响分析以及领先CS公司的案例分析。

In this research project, we completed the development of Japanese Customer Satisfaction Index(JCSI), based on the theoretical model of the American Customer Satisfaction Index(ACSI). In the next stage of the project, the JCSI model was applied to the nationwide, comprehensive consumer survey that covers approximately 300 companies from 30 sectors in the service industry. The annual JCSI consumer survey has been conducted on a commercial basis since 2010.Using cumulative data generated by the survey, project members promoted both theoretical and applied studies. The main study results of this research project are as follows : development of customer delight index and customer disappointment index, devices in the field of statistical estimation method, analysis of the effect of switching barriers on customer retention and case studies of the leading CS companies.