買い物に対する満足度を高める店員からの働きかけ : ベルギービール小売店における調査から

IR HANDLE Web Site Open Access

Bibliographic Information

Other Title
  • カイモノ ニ タイスル マンゾクド オ タカメル テンイン カラ ノ ハタラキカケ : ベルギービール コウリテン ニ オケル チョウサ カラ
  • How Does a Clerk Increase Customers' Satisfaction ? : A Field Survey in a Belgian Beer Retailing Store

Search this article

Abstract

In the present study, we conducted a field survey in order to investigate how a clerk increase customers' satisfaction when the customers could not find their target item in the store. We classified the interactions between the clerk and the participants into the four types: Analogical modification, combination, suggestion items from different categories and suggestion items within the same category. The result showed that the clerk did analogical modification more often to the customers in the high satisfaction group than those in the low satisfaction group.

IEICE Technical Report;HCS2013-98

Journal

Keywords

Details 詳細情報について

Report a problem

Back to top