Customer organizations that adopt new social services encounter difficulties in continuously using such services. Although previous researches have focused on the creation and diffusion of new social services, few studies have clarified the mechanisms that promote the continuous usage of those services by customer organizations. This paper examines the effects that spontaneously created networks among customer organizations have on the continuous usage of new social services.
The survival analysis is employed by using the case of “learning therapy,” a dementia prevention or improvement service for nursing-care facilities. The paper analyzes differences in the learning therapy survival rate by comparing the network structure, cohesive or centralized, wherein the customer organization is embedded. The empirical results indicate that the survival rate increases when a customer organization is embedded in a cohesive network. The paper concludes as follows: 1) affective trust among the customer organizations is developed through this network, thereby facilitating knowledge-sharing; 2) when customer organizations share knowledge of the usage of new social services, they engage in quality improvement and problem-solving for that service to further promote its continuous usage.
新しい社会サービスの定着は難しい．本稿は，介護組織を対象とした認知症予防・改善サービス「学習療法」の定着事例を通じて，顧客組織が自発的に形成した凝集型のネットワーク構造を持つ組織セットに埋め込まれている場合，学習療法の定着率が高まることを生存時間解析によって検討した．凝集型では，顧客組織が感情的信頼をもとに知識を共有してサービスの品質改善や課題解決に取り組むため，定着しやすいことが推測\nできる．
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Naoki"},{"@language":"ja","@value":"若林 直樹"}],"jpcoar:affiliationName":[{"@language":"ja","@value":"京都大学経営管理大学院"},{"@language":"en","@value":"Graduate School of Management, Kyoto University"}]}],"publication":{"publicationIdentifier":[{"@type":"PISSN","@value":"02869713"},{"@type":"EISSN","@value":"2187932X"},{"@type":"NDL_BIB_ID","@value":"000000013983"},{"@type":"ISSN","@value":"02869713"},{"@type":"LISSN","@value":"02869713"},{"@type":"NCID","@value":"AN00135007"}],"prism:publicationName":[{"@language":"en","@value":"Organizational Science"},{"@language":"ja","@value":"組織科学"},{"@language":"en","@value":"Organizational Science"},{"@language":"ja","@value":"組織科学"}],"dc:publisher":[{"@language":"en","@value":"The Academic Association for Organizational Science"},{"@language":"ja","@value":"特定非営利活動法人 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