Consideration of customer-oriented service levels : through the analysis using the "Kano model"

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Other Title
  • 顧客志向のサービスレベルの検討 : 「狩野モデル」を用いた分析を通じて
  • コキャク シコウ ノ サービス レベル ノ ケントウ : カノウ モデル オ モチイタ ブンセキ オ ツウジテ
  • 顧客志向のサービスレベルの検討 : 狩野モデルを用いた分析を通じて

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Description

The purpose of this study is to discuss the service level of customer-orientation. While organizing research on the relationship between customer-orientation and similar concepts such as market-orientation and sales -orientation, and the customer orientation of employees who actually provide service in stores, etc., a survey and analysis were conducted using the "Kano Model" to search for customer's delight. The results of the analysis revealed the level of service required according to the type of satisfaction.

Journal

  • 同志社商学

    同志社商学 73 (6), 1459-1476, 2022-03-14

    The Association of Commerce Doshisha University

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