Customer Relationship Management and Trust Management using "The Web Lessons" in the Iemoto System

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  • 家元制組織における「Web稽古」を用いた顧客関係管理と信頼関係維持(<特集>テレワークを支援するICTツール)
  • 家元制組織における「Web稽古」を用いた顧客関係管理と信頼関係維持
  • イエモトセイ ソシキ ニ オケル 「 Web ケイコ 」 オ モチイタ コキャク カンケイ カンリ ト シンライ カンケイ イジ

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Abstract

In tea ceremony operating the Iemoto system, the services(lessons) have offered only in the practice room until now. And it has not been discussed as telework of the master or e-Learning of the pupils. In this paper, I considered the example that maintained customer relationship management and a relationship of mutual trust by performing "the Web lessons" with the one of the ICT tools video phone system for pupils moved far away from the practice room, using an interview result considering the characteristic of the Iemoto system. As a result, I suggested the Web lessons were not only lessons in just e-Learning but the way of improving the satisfaction of the customer who was in the remote place, and showed what the relationship of mutual trust between master and pupils maintained. And, because it is not tied up in the use and the place of the difference in time, the master does not affect other duties. So, I suggested that the Web lessons were also effective from the viewpoint of market reclamation and business continuation.

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