顧客がサービスに参加(メリット共通) Flashcards

1
Q

加えて、顧客がサービスに参加することで、企業に対する不満を軽減することができる。なぜならサービス提供中に発生した問題に対する責任をより強く感じる傾向があるから(?)

A

In addition, customer’s participation in the service can reduce their dissatisfaction with the company. This is because they tend to feel more responsible for any problems that occur during the service (Bitner et al, 1997)

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2
Q

サービスの一部を顧客自身の手に委ねることで、企業は生産性と効率を高め、サービス全体のパフォーマンスを向上させることもできる

A

By leaving some of the services to the customers themselves, companies can also increase productivity and efficiency and improve the overall performance of their services.

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3
Q

これにより、企業は市場でも競争力を高め、持続可能な成長を実現することができる(?)

A

This makes companies more competitive and sustainable growth in the market as well (Blut et al, 2020).

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