サービス・オペレーションの評価構造における環境要因の重要性:保険薬局A 社における実証研究  [in Japanese] THE SIGNIFICANCE OF ENVIRONMENT FACTOR IN THE ASSESMENT STRUCTURE OF SERVICE OPERATIONS:AN EMPIRICAL STUDY OF A CHAIN COMMUNITY PHARMACY  [in Japanese]

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Abstract

本研究は,専門サービス提供組織に対する知覚品質,顧客満足,行動意図など総合評価指標に影響する要因とその影響構造について検討した.特に環境など補完的サービス要因の相違による影響の程度を調査した. 同一市内所在の同じ薬局チェーン4 薬局の利用患者を対象に独自の質問紙調査を行い,「技術」,「関係性」,「環境」,「管理」,「エンカウンター」の5 つの評価次元を発見した.各次元と各総合評価指標間の影響を考慮した共分散構造分析モデルを検討したところ,待合室の設備投資に極めて高いコストを投下した店舗と標準的店舗との比較では,「環境」の影響の程度が大きく異なった.本研究対象では,情報の非対称の存在により,コア要因より,補完的要因の影響が大きいことが明らかとなった.

This study investigates the factors that influence the total service outcomes such as perception quality, customer satisfaction and behavioral intention, and also investigates the structure of these factors and outcomes. Specially, we research the influence of supplementary service factors such as the environmental element as compared to that of core service factors. We developed a unique questionnaire form and surveyed the patients who visited four stores of a pharmacy chain in a particular city. We identify five dimensions of service factors such as "Technology," "Relationship," "Environment," "Management," and "Encounter." In our analysis using the Structure Equation Model, the standardized stores are shown to be different from those with the waiting room to which the huge money is invested, in the level of influence of the "Environment." In this study, we find that the supplementary factors have more influence on the total service outcomes than the core factors due to information asymmetry.

Journal

  • The Journal of Japanese Operations Management and Strategy

    The Journal of Japanese Operations Management and Strategy 2(1), 58-69, 2011

    Japanese Operations Management and Strategy Association

Codes

  • NII Article ID (NAID)
    130005878511
  • Text Lang
    JPN
  • ISSN
    1884-6939
  • NDL Article ID
    11107988
  • NDL Source Classification
    ZD25(経済--企業・経営--経営管理) // ZM21(科学技術--科学技術一般--管理工学)
  • NDL Call No.
    Z72-C132
  • Data Source
    NDL  J-STAGE 
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