{"id":2408,"date":"2025-09-12T15:06:54","date_gmt":"2025-09-12T06:06:54","guid":{"rendered":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/?p=2408"},"modified":"2026-03-12T15:25:52","modified_gmt":"2026-03-12T06:25:52","slug":"cs2","status":"publish","type":"post","link":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/cs2\/","title":{"rendered":"CS\u8abf\u67fb\u306e\u7d50\u679c\u3092\u52b9\u679c\u7684\u306b\u6d3b\u7528\u3067\u304d\u308b\u4f01\u696d\u3068\u306f\uff1f\uff5eCS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3068\u305d\u306e\u597d\u4e8b\u4f8b\u304b\u3089\u5b66\u3076\u3053\u3068\u306e\u52e7\u3081\uff5e"},"content":{"rendered":"
\n\t\t
\u76ee\u6b21<\/div>\n\t\t
  1. \u672c\u30b3\u30e9\u30e0\u306e\u8981\u70b9<\/a><\/li>
  2. \u4f01\u696d\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u306f\u9032\u3093\u3067\u3044\u308b\u306e\u304b\uff1f<\/a><\/li>
  3. \u306a\u305c\u9867\u5ba2\u6e80\u8db3\u304c\u91cd\u8981\u306a\u306e\u304b\uff1f<\/a><\/li>
  4. \u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u5411\u4e0a\u306b\u3088\u308b\u9867\u5ba2\u6e80\u8db3\u5411\u4e0a\u306e\u554f\u984c\uff1a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u52b9\u679c\u8996\u70b9\u3068\u30b3\u30b9\u30c8\u8996\u70b9<\/a><\/li>
  5. \u9867\u5ba2\u6e80\u8db3\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\uff1c\u53ce\u96c6\u3001\u5206\u6790\u3001\u666e\u53ca\u3001\u6d3b\u7528\uff1e<\/a>
    1. \u3010\u53c2\u8003\u6587\u732e\u3011<\/a><\/li><\/ol><\/li><\/ol><\/li><\/ol>\n\t<\/div>\n\n\n

      \u672c\u30b3\u30e9\u30e0\u306e\u8981\u70b9<\/strong><\/h2>\n\n\n\n

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      \u30fbCS\u306f\u4f01\u696d\u696d\u7e3e\u306b\u30d7\u30e9\u30b9\u306e\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u304c\u3001\u696d\u7e3e\u306b\u5f71\u97ff\u3059\u308b\u8981\u56e0\u306f\u4ed6\u306b\u3082\u591a\u6570\u3042\u308a\u307e\u3059
      \u30fb\u52d8\u3068\u7d4c\u9a13\u306b\u983c\u3063\u305f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u5411\u4e0a\u304b\u3089\u3001CS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u305f\u54c1\u8cea\u5411\u4e0a\u3078\u306e\u8ee2\u63db\u3092\u9032\u3081\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059
      \u30fbCS\u30c7\u30fc\u30bf\u306e\u53ce\u96c6\u3001\u5206\u6790\u3001\u666e\u53ca\u3001\u6d3b\u7528\u3068\u3044\u3046CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306f\u3001\u69d8\u3005\u306a\u8981\u56e0\u306b\u3088\u3063\u3066\u5b9f\u8df5\u65b9\u6cd5\u304c\u5927\u304d\u304f\u7570\u306a\u308b\u305f\u3081\u3001\u81ea\u793e\u306b\u9069\u3057\u305f\u65b9\u6cd5\u3092\u6a21\u7d22\u3055\u308c\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059
      \u30fb\u5b9f\u8df5\u65b9\u6cd5\u3092\u6a21\u7d22\u3059\u308b\u969b\u306f\u3001CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u597d\u4e8b\u4f8b\u304b\u3089\u5b66\u3076\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059<\/p>\n\n\n\n

      \u4f01\u696d\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u306f\u9032\u3093\u3067\u3044\u308b\u306e\u304b\uff1f<\/strong><\/h2>\n\n\n\n

      \u300c\u65e5\u672c\u306e\u79c1\u8a2d\u8fce\u8cd3\u9928\u3068\u3057\u3066\u2026\u4e16\u7d00\u3092\u8d85\u3048\u3066\u53d7\u3051\u7d99\u304c\u308c\u3066\u304d\u305f\u300c\u304a\u3082\u3066\u306a\u3057\u300d\u3092\u8ffd\u6c42\u3057\u3001\u304a\u5ba2\u69d8\u306b\u3054\u6e80\u8db3<\/mark>\u3044\u305f\u3060\u3051\u308b\u3088\u3046\u52aa\u3081\u3066\u307e\u3044\u308a\u307e\u3059\u3002\u300d<\/strong>\uff08\u5e1d\u56fd\u30db\u30c6\u30eb \u203b1<\/a><\/sup>\u3001 \u2026\u306f\u7701\u7565\u90e8\u5206\uff09

      \u300c\u969b\u7acb\u3064\u6280\u8853\u3068\u54c1\u8cea\uff1a\u6a39\u8102\u52a0\u5de5\u304a\u3088\u3073\u4f4f\u5b85\u5206\u91ce\u3067\u6c38\u5e74\u57f9\u3063\u305f\u5dee\u5225\u5316\u6280\u8853\u3068\u63d0\u4f9b\u3059\u308b\u30cf\u30fc\u30c9\uff08\u88fd\u54c1\uff09\u3001\u30bd\u30d5\u30c8\uff08\u30b5\u30fc\u30d3\u30b9\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\uff09\u306e\u4e21\u9762\u3067\u304a\u5ba2\u69d8\u306b<\/strong>\u6e80\u8db3<\/mark><\/strong><\/em>\u3044\u305f\u3060\u3051\u308b\u54c1\u8cea\u304c\u5f37\u307f\u3067\u3059\u3002\u300d<\/strong>\uff08\u7a4d\u6c34\u5316\u5b66\u5de5\u696d \u203b      2<\/a><\/sup>\uff09<\/p>\n\n\n\n

      \u4f01\u696d\u306e\u898f\u6a21\u3084\u696d\u7a2e\u306b\u95a2\u308f\u3089\u305a\u3001\u9867\u5ba2\u6e80\u8db3\u3092\u91cd\u8996\u3059\u308b\u3053\u3068\u306f\u7d4c\u55b6\u306b\u304a\u3044\u3066\u5f53\u7136\u3060\u3068\u8003\u3048\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u6211\u304c\u56fd\u306b\u304a\u3044\u3066\u3001\u7523\u5b98\u5b66\u306e\u53e1\u667a\u306b\u3088\u3063\u3066\u958b\u767a\u3055\u308c\u305f\u65e5\u672c\u7248\u9867\u5ba2\u6e80\u8db3\u5ea6\u6307\u6570\uff08JCSI\uff09<\/a>\u8abf\u67fb\u306e\u4ed6\u3001\u69d8\u3005\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08Customer Satisfaction\uff1aCS\uff09\u8abf\u67fb\u304c\u666e\u53ca\u3057\u3001\u591a\u304f\u306e\u4f01\u696d\u304cCS\u8abf\u67fb\u3092\u5229\u7528\u3057\u3066\u3044\u307e\u3059\u3002
      \u3057\u304b\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u5206\u91ce\u306e\u5c02\u9580\u5bb6\u306f\u3001\u4f01\u696d\u304cCS\u8abf\u67fb\u306e\u7d50\u679c\u3092\u4e0a\u624b\u304f\u6d3b\u7528\u3067\u304d\u306a\u3044\u554f\u984c\uff08      CS\u8abf\u67fb\u3084\u308a\u3063\u3071\u306a\u3057\u554f\u984c\uff5c\u677e\u4e95\u30b5\u30fc\u30d3\u30b9\u30b3\u30f3\u30b5\u30eb\u30c6\u30a3\u30f3\u30b0<\/a>\uff09\u3084\u3001CS\u8abf\u67fb\u3092\u884c\u3046\u524d\u306b\u4eee\u8aac\u3092\u4f5c\u6210\u3059\u308b\u91cd\u8981\u6027\uff08\u52b9\u679c\u7684\u306aCS\u8abf\u67fb\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff09\u3068\u306f\uff1a\u305d\u306e\u624b\u6cd5\u3084\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac | \u751f\u7523\u6027navi<\/a>\uff09\u3092\u6307\u6458\u3057\u3066\u3044\u307e\u3059\u3002\u305d\u308c\u3067\u306f\u3001\u306a\u305c\u4f01\u696d\u306fCS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3067\u304d\u306a\u3044\u306e\u3067\u3057\u3087\u3046\u304b\uff1f\u3069\u3046\u3059\u308c\u3070CS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3067\u304d\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u3088\u308a\u826f\u304f\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3057\u3087\u3046\u304b\uff1f<\/strong><\/p>\n\n\n\n


      \u672c\u30b3\u30e9\u30e0\u3067\u306f\u3001\u3053\u308c\u3089\u306e\u554f\u3044\u306b\u7b54\u3048\u3066\u3044\u304d\u307e\u3059\u3002\u306f\u3058\u3081\u306b\u3001\u4f01\u696d\u7d4c\u55b6\u306b\u304a\u3051\u308bCS\u306e\u91cd\u8981\u6027\u306b\u95a2\u3059\u308b\u4e3b\u8981\u306a\u8b70\u8ad6\u3092\u8981\u7d04<\/strong>\u3057\u307e\u3059\u3002\u6b21\u306b\u3001CS\u3092\u9ad8\u3081\u308b\u624b\u6bb5\u3068\u3057\u3066\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u5411\u4e0a\u306b\u6ce8\u76ee<\/strong>\u3057\u3001\u305d\u306e\u8ab2\u984c\u3068\u3057\u3066\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u300c\u52b9\u679c\u300d\u8996\u70b9\u3068\u300c\u30b3\u30b9\u30c8\u300d\u8996\u70b9<\/strong>\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002\u6700\u5f8c\u306b\u3001CS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u305f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u5411\u4e0a\u30d7\u30ed\u30bb\u30b9\u3067\u3042\u308bCS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8<\/strong>\u3068CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u304a\u52e7\u3081\u306e\u5b66\u3073\u65b9\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

      \u306a\u305c\u9867\u5ba2\u6e80\u8db3\u304c\u91cd\u8981\u306a\u306e\u304b\uff1f<\/strong><\/h2>\n\n\n\n

      CS\u306f\u682a\u4fa1\u3001\u5229\u76ca\u3001\u5e02\u5834\u30b7\u30a7\u30a2\u3068\u3044\u3046\u4f01\u696d\u696d\u7e3e\u306b\u30d7\u30e9\u30b9\u306e\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u8981\u56e0\u306e\u4e00\u3064\u3067\u3059(Otto et al., 2020)\u3002CS\u3068\u4f01\u696d\u696d\u7e3e\u306e\u95a2\u4fc2\u306f\u8907\u96d1\u3067\u3059\u304c\u3001CS\u304c\u4f01\u696d\u696d\u7e3e\u3001\u7279\u306b\u5229\u76ca\u306b\u5f71\u97ff\u3059\u308b\u30e1\u30ab\u30cb\u30ba\u30e0\u306b\u3064\u3044\u3066\u306f\u300c\u58f2\u4e0a\u306e\u5411\u4e0a\u300d\u3068\u300c\u8ca9\u58f2\u7ba1\u7406\u8cbb\u306e\u524a\u6e1b\u300d\u3068\u3044\u30462\u3064\u306e\u4e3b\u8981\u306a\u8996\u70b9<\/strong>\u304c\u3042\u308a\u307e\u3059(\u91cd\u677e, 2022)\u3002<\/p>\n\n\n\n

      \u30fb\u58f2\u4e0a\u306e\u5411\u4e0a\uff1a<\/strong>\u9ad8\u3044CS\u304c\u9867\u5ba2\u306e\u518d\u8cfc\u5165\u610f\u5411\u3092\u9ad8\u3081\u3001\u58f2\u4e0a\u5411\u4e0a\u3092\u901a\u3058\u3066\u4f01\u696d\u306e\u5229\u76ca\u3092\u62bc\u3057\u4e0a\u3052\u308b
      \u30fb\u8ca9\u58f2\u7ba1\u7406\u8cbb\u306e\u524a\u6e1b\uff1a<\/strong>\u9ad8\u3044CS\u3092\u7372\u5f97\u3057\u3001\u3044\u308f\u3070\u7121\u6599\u306e\u5ba3\u4f1d\u52b9\u679c\u306e\u3088\u3046\u306b\u80af\u5b9a\u7684\u306a\u53e3\u30b3\u30df\u304c\u9867\u5ba2\u306b\u3088\u308a\u62e1\u6563\u3055\u308c\u3001\u4f01\u696d\u306e\u8ca9\u58f2\u30b3\u30b9\u30c8\u306e\u4f4e\u4e0b\u3092\u901a\u3058\u3066\u5229\u76ca\u3092\u62bc\u3057\u4e0a\u3052\u308b<\/p>\n\n\n\n

      \u3057\u304b\u3057\u3001CS\u304c\u4f01\u696d\u696d\u7e3e\u306b\u4e0e\u3048\u308b\u5f71\u97ff\u306f\u3001\u696d\u7a2e\u3084\u6e80\u8db3\u5ea6\u306e\u6e2c\u5b9a\u65b9\u6cd5\u306a\u3069\u69d8\u3005\u306a\u8981\u56e0\u306b\u3088\u3063\u3066\u5909\u5316\u3059\u308b\u3053\u3068\u3084\u3001CS\u3060\u3051\u3067\u4f01\u696d\u696d\u7e3e\u304c\u6c7a\u307e\u308b\u308f\u3051\u3067\u306f\u306a\u3044\u3053\u3068\u304c\u660e\u3089\u304b\u306b\u3055\u308c\u3066\u3044\u307e\u3059(Otto et al., 2020)\u3002\u6e80\u8db3\u5ea6\u306e\u6e2c\u5b9a\u65b9\u6cd5\u306b\u95a2\u3057\u3066\u306f\u3001\u4f01\u696d\u306e\u5b9f\u52d9\u3067\u3088\u304f\u4f7f\u7528\u3055\u308c\u3066\u3044\u308bCS\u306e\u5e73\u5747\u5024\u3092\u9ad8\u3081\u308b\u3053\u3068\u3088\u308a\u3082\u3001\u300c\u5927\u6e80\u8db3\u3057\u305f\u9867\u5ba2\u300d\u3092\u5897\u3084\u3059\u3053\u3068\u306e\u65b9\u304c\u4f01\u696d\u696d\u7e3e\u3068\u3088\u308a\u5f37\u3044\u95a2\u4fc2\u3092\u6709\u3059\u308b<\/strong><\/mark>\u3068\u5831\u544a\u3055\u308c\u3066\u3044\u307e\u3059(Otto et al., 2020)\u3002\u3053\u306e\u5927\u6e80\u8db3\u3057\u305f\u9867\u5ba2\u3068\u306f\u3001\u4f8b\u3048\u30705\u6bb5\u968e\u8a55\u4fa1\u3067CS\u8abf\u67fb\u3092\u884c\u3063\u305f\u5834\u5408\u3001\u6700\u9ad8\u8a55\u4fa1\u306e\u300c5\u300d\u3092\u3064\u3051\u305f\u9867\u5ba2\u306e\u3053\u3068\u3067\u3001\u300ctop box\u300d<\/strong><\/mark>\u3068\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002
      CS\u304c\u4f01\u696d\u696d\u7e3e\u306b\u8ca2\u732e\u3057\u305f\u308a\u3001\u5927\u6e80\u8db3\u3057\u305f\u71b1\u72c2\u7684\u306a\u9867\u5ba2\u304c\u4f01\u696d\u306b\u3082\u8ca2\u732e\u3057\u305f\u308a\u3059\u308b\u305f\u3081\u3001CS\u306f\u4f01\u696d\u7d4c\u55b6\u306b\u304a\u3044\u3066\u7121\u8996\u3067\u304d\u306a\u3044\u8981\u56e0\u3067\u3059\u3002\u3057\u304b\u3057\u306a\u304c\u3089\u3001CS\u5411\u4e0a\u306e\u305f\u3081\u306e\u6226\u7565\u7b56\u5b9a\u3084\u305d\u306e\u5b9f\u884c\u306b\u306f\u591a\u984d\u306e\u6295\u8cc7\u304c\u5fc5\u8981\u306a\u5834\u5408\u304c\u3042\u308a\u3001\u79d1\u5b66\u7684\u306a\u89b3\u70b9\u3092\u53d6\u308a\u5165\u308c\u305f\u51b7\u9759\u306a\u691c\u8a0e\u304c\u5fc5\u8981\u3067\u3059\u3002\u6b21\u9805\u3067\u306f\u3001CS\u5411\u4e0a\u6226\u7565\u3068\u3057\u3066\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306b\u6ce8\u76ee\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306b\u95a2\u308f\u308b\u52b9\u679c\u8996\u70b9\u3068\u30b3\u30b9\u30c8\u8996\u70b9\u3092\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

      \n
      \"\"<\/figure>
      <\/div>
      \n

      SPRING\u4f1a\u54e1\u306b\u3064\u3044\u3066\uff08\u4f1a\u54e1\u306e\u30e1\u30ea\u30c3\u30c8\u30fb\u5165\u4f1a\u65b9\u6cd5\uff09<\/strong>
      \u5f53\u5354\u8b70\u4f1a\u306f\u30b5\u30fc\u30d3\u30b9\u7523\u696d\u306e\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3068\u751f\u7523\u6027\u5411\u4e0a\u3092\u76ee\u6307\u3057\u3066\u56fd\u6c11\u904b\u52d5\u3092\u63a8\u9032\u81f4\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

      \n
      \u8a73\u7d30\u306f\u3053\u3061\u3089<\/span><\/a><\/div>\n<\/div>\n<\/div>
      READ MORE<\/span><\/svg><\/div><\/div><\/div>READ MORE<\/a><\/div>\n<\/div>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u5411\u4e0a\u306b\u3088\u308b\u9867\u5ba2\u6e80\u8db3\u5411\u4e0a\u306e\u554f\u984c\uff1a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u52b9\u679c\u8996\u70b9\u3068\u30b3\u30b9\u30c8\u8996\u70b9<\/strong><\/h2>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306f\u3001\u9867\u5ba2\u304c\u77e5\u899a\u3059\u308b\u30b5\u30fc\u30d3\u30b9\u306e\u826f\u3057\u60aa\u3057\u306e\u3053\u3068\u3067\u3001CS\u306b\u5f71\u97ff\u3059\u308b\u4e3b\u8981\u306a\u8981\u56e0\u3067\u3042\u308b\u3053\u3068\u306f\u591a\u304f\u306e\u6587\u732e(\u4f8b\uff1aHogreve et al., 2017)\u3067\u652f\u6301\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306b\u3064\u3044\u3066\u9867\u5ba2\u306f\u3001\u30d7\u30ed\u30bb\u30b9\u306b\u5bfe\u3059\u308b\u671f\u5f85\u3068\u3001\u6210\u679c\u306b\u5bfe\u3059\u308b\u671f\u5f85\u3092\u62b1\u3044\u3066\u3044\u307e\u3059\uff08Lovelock & Wirtz, 2008\uff09\u3002\u98f2\u98df\u5e97\u3067\u4f8b\u3048\u308b\u3068\u3001\u4e01\u5be7\u306a\u63a5\u5ba2\u3092\u53d7\u3051\u305f\u3044\uff08\u30d7\u30ed\u30bb\u30b9\u3078\u306e\u671f\u5f85\uff09\u3001\u7d20\u6674\u3089\u3057\u3044\u6599\u7406\u3092\u697d\u3057\u307f\u305f\u3044\uff08\u6210\u679c\u3078\u306e\u671f\u5f85\uff09\u3068\u3044\u3046\u3088\u3046\u306b\u3001\u9867\u5ba2\u306f\u30d7\u30ed\u30bb\u30b9\u3068\u6210\u679c\u306e\u305d\u308c\u305e\u308c\u306b\u671f\u5f85\u3092\u62b1\u3044\u3066\u3044\u307e\u3059 \u3002\u3055\u3089\u306b\u63a5\u5ba2\u306b\u95a2\u3059\u308b\u7814\u7a76\u3067\u306f\u3001\u9867\u5ba2\u306f\u3001\u5e97\u5185\u304c\u6df7\u96d1\u3057\u3066\u3044\u308b\u3068\u304d\u306f\u5f93\u696d\u54e1\u306e\u5bfe\u5fdc\u306e\u901f\u3055\u3092\u91cd\u8996\u3057\u3001\u7a7a\u3044\u3066\u3044\u308b\u3068\u304d\u306f\u63a5\u5ba2\u306e\u4e01\u5be7\u3055\u3092\u91cd\u8996\u3059\u308b\u50be\u5411\u304c\u5831\u544a\u3055\u308c\u3066\u3044\u307e\u3059(Lucia-Palacios et al., 2020)\u3002\u3057\u305f\u304c\u3063\u3066\u3001\u3042\u308b\u98f2\u98df\u5e97\u304c\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u9ad8\u3081\u305f\u3044\u3068\u304d\u3001\u72b6\u6cc1\u3084\u500b\u4eba\u306b\u3088\u3063\u3066\u7570\u306a\u308b\u9867\u5ba2\u306e\u671f\u5f85\u3092\u6349\u3048\u3001\u305d\u306e\u671f\u5f85\u306e\u6c34\u6e96\u3092\u6e80\u305f\u3059\u54c1\u8cea\u3092\u5b9f\u73fe\u3057\u306a\u3051\u308c\u3070\u9ad8\u3044CS\u306e\u9054\u6210\u306f\u96e3\u3057\u3044\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u305f\u3051\u308c\u3070\u3001\u5f93\u696d\u54e1\u3092\u652f\u63f4\u3057\u3001\u6559\u80b2\u3059\u308b\u3053\u3068\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      \u7d4c\u55b6\u7684\u306b\u91cd\u8981\u306a\u3053\u3068\u306f\u3001\u5f93\u696d\u54e1\u3092\u652f\u63f4\u3057\u3001\u6559\u80b2\u3059\u308b\u80cc\u5f8c\u306b\u306f\u30b3\u30b9\u30c8\u304c\u767a\u751f\u3057\u3066\u3044\u308b\u70b9\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u5f93\u696d\u54e1\u7814\u4fee\u3092\u884c\u3046\u5834\u5408\u3001\u7814\u4fee\u8cbb\u7528\u3060\u3051\u3067\u306a\u304f\u3001\u53c2\u52a0\u3057\u305f\u5f93\u696d\u54e1\u306e\u4eba\u4ef6\u8cbb\u3082\u30b3\u30b9\u30c8\u3068\u3057\u3066\u767a\u751f\u3057\u307e\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u9ad8\u3081\u308b\u3053\u3068\u3067CS\u5411\u4e0a\u3092\u9054\u6210\u3059\u308b\u3068\u3044\u3046\u52b9\u679c\u8996\u70b9\u3060\u3051\u3067\u306a\u304f\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u5411\u4e0a\u306e\u305f\u3081\u306e\u6295\u8cc7\u306b\u3088\u308a\u5229\u76ca\u3092\u5727\u8feb\u3059\u308b\u3068\u3044\u3046\u30b3\u30b9\u30c8\u8996\u70b9\u3082\u691c\u8a0e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

      \u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u6539\u5584\u3059\u308b\u554f\u984c\u306f\u8907\u96d1\u3060\u304b\u3089\u3053\u305d\u3001CS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u3066\u9867\u5ba2\u304b\u3089\u8a55\u4fa1\u3055\u308c\u308b\u54c1\u8cea\u3092\u7279\u5b9a\u3057\u305f\u3044\u4f01\u696d\u306f\u591a\u3044\u306e\u3067\u306f\u306a\u3044\u3067\u3057\u3087\u3046\u304b\u3002\u306a\u305c\u306a\u3089\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u305f\u306b\u3082\u95a2\u308f\u3089\u305a\u3001\u671f\u5f85\u3057\u3066\u3044\u305fCS\u5411\u4e0a\u3092\u9054\u6210\u3067\u304d\u306a\u3044\u5834\u5408\u3001\u4f01\u696d\u5229\u76ca\u3092\u4f4e\u4e0b\u3055\u305b\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u304b\u3089\u3067\u3059(Hogreve et al., 2017)\u3002\u3057\u305f\u304c\u3063\u3066\u3001\u4f01\u696d\u306f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306b\u6295\u8cc7\u3059\u308b\u969b\u3001\u8cbb\u7528\u5bfe\u52b9\u679c\u3092\u8003\u616e\u3057\u3066\u52b9\u7387\u7684\u306bCS\u5411\u4e0a\u3092\u9054\u6210\u3067\u304d\u308b\u3088\u3046\u306a\u4eee\u8aac\u3092\u7acb\u3066\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u3064\u307e\u308a\u3001\u52d8\u3068\u7d4c\u9a13\u306b\u983c\u3063\u305f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u5411\u4e0a\u304b\u3089\u3001CS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u305f\u54c1\u8cea\u5411\u4e0a\u3078\u306e\u8ee2\u63db\u3092\u9032\u3081\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/mark><\/strong><\/p>\n\n\n\n

      \u6b21\u9805\u3067\u306f\u3001CS\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u30fb\u5206\u6790\u3057\u3001\u793e\u5185\u3067\u5e83\u3081\u3001\u6d3b\u7528\u3059\u308b\u3068\u3044\u3046\u4e00\u9023\u306e\u30d7\u30ed\u30bb\u30b9\u3067\u3042\u308bCS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n\n\n

      \n\t
      \n\t\t\t\t\t
      \n\t\t\t\t\"\"\n\t\t\t<\/figure>\n\t\t\t\t
      \n\t\t\t\n\t\t\t\t\u30b5\u30fc\u30d3\u30b9\u30fb\u30c7\u30b6\u30a4\u30f3\u306b\u3064\u3044\u3066\u5b66\u3073\u81ea\u793e\u30b5\u30fc\u30d3\u30b9\u3092\u898b\u76f4\u3057\u3066\u307f\u307e\u305b\u3093\u304b\uff1f\uff5e\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3068\u306f\uff5e | …\t\t\t<\/a>\n\t\t\t\t\t\t\t
      \n\t\t\t\t\t\u30b5\u30fc\u30d3\u30b9\u306e\u8a2d\u8a08\u6280\u6cd5\u306b\u3064\u3044\u3066\u5b66\u3076\u610f\u7fa9 \u7686\u3055\u307e\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u30c7\u30b6\u30a4\u30f3\u3057\u3001\u8a2d\u8a08\u3059\u308b\u305f\u3081\u306e\u65b9\u6cd5\u8ad6\u304c\u3042\u308b\u3053\u3068\u3092\u3054\u5b58\u77e5\u3067\u3057\u3087\u3046\u304b\uff1f\u30b5\u30fc\u30d3\u30b9\u306e\u8a2d\u8a08\u3068\u805e\u304f\u3068…\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t\t\t\"\"\n\t\t\t\t\t\t\t\t\t\t\u751f\u7523\u6027navi<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

      \u9867\u5ba2\u6e80\u8db3\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\uff1c\u53ce\u96c6\u3001\u5206\u6790\u3001\u666e\u53ca\u3001\u6d3b\u7528\uff1e<\/strong><\/h2>\n\n\n\n

      \u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306e\u4e3b\u8981\u306a\u96d1\u8a8c\u3067\u3042\u308bJournal of Marketing\u306b\u63b2\u8f09\u3055\u308c\u305f\u8ad6\u6587\u306b\u3088\u308b\u3068\u3001CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306f\u3001\u300cCS\u30c7\u30fc\u30bf\u306e\u53ce\u96c6\u300d\u3001\u300cCS\u30c7\u30fc\u30bf\u5206\u6790\u3068\u8179\u843d\u3061\u300d\u3001\u300c\u60c5\u5831\u4ea4\u63db\u306b\u3088\u308bCS\u30c7\u30fc\u30bf\u306e\u666e\u53ca\u300d\u3001\u300cCS\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u300d\u3068\u3044\u30464\u3064\u306e\u6d3b\u52d5\u3067\u69cb\u6210\u3055\u308c\u3066\u3044\u307e\u3059(Morgan et al., 2005)\u3002\u305d\u308c\u305e\u308c\u306e\u6d3b\u52d5\u3067\u63a8\u5968\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u8868\u306b\u307e\u3068\u3081\u307e\u3057\u305f\u3002<\/p>\n\n\n\n

      \u307e\u305a\u3001CS\u30c7\u30fc\u30bf\u306e\u53ce\u96c6\u6bb5\u968e\u3067\u306f\u3001\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3059\u308b\u306b\u3042\u305f\u3063\u3066\u3001\u5168\u793e\u7684\u306b\u6a19\u6e96\u5316\u3055\u308c\u305f\u65b9\u6cd5\u304c\u3042\u308b\u3053\u3068\u3001\u9ad8\u983b\u5ea6\u3067\u53ce\u96c6\u3059\u308b\u3053\u3068\u304c\u63a8\u5968\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u6b21\u306b\u3001CS\u30c7\u30fc\u30bf\u306e\u5206\u6790\u3084\u8179\u843d\u3061\u306e\u6bb5\u968e\u3067\u306f\u3001\u81ea\u793e\u306e\u73fe\u5728\u3068\u904e\u53bb\u306eCS\u3092\u6bd4\u8f03\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001CS\u306e\u5411\u4e0a\u8981\u56e0\u3092\u660e\u3089\u304b\u306b\u3059\u308b\u305f\u3081\u306b\u591a\u5909\u91cf\u89e3\u6790\u306a\u3069\u306e\u7d71\u8a08\u7684\u624b\u6cd5\u3092\u7528\u3044\u305f\u5206\u6790\u304c\u63a8\u5968\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u3068\u304d\u3001\u5206\u6790\u7d50\u679c\u306e\u89e3\u91c8\u304c\u3067\u304d\u306a\u3051\u308c\u3070CS\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u306f\u56f0\u96e3\u306a\u305f\u3081\u3001\u5b9f\u8a3c\u5206\u6790\u306e\u77e5\u8b58\u3068\u81ea\u793e\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u6df1\u3044\u7406\u89e3\u306e\u4e21\u65b9\u304c\u5fc5\u8981\u3067\u3059\u3002\u305d\u306e\u6b21\u306b\u3001\u60c5\u5831\u4ea4\u63db\u306b\u3088\u308bCS\u30c7\u30fc\u30bf\u306e\u666e\u53ca\u6bb5\u968e\u3067\u306f\u3001\u5c11\u306a\u304f\u3068\u3082CS\u30c7\u30fc\u30bf\u3092\u56db\u534a\u671f\u306b1\u56de\u3001\u793e\u5185\u306b\u767a\u4fe1\u3059\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u6700\u5f8c\u306b\u3001CS\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u3067\u306f\u3001CS\u30c7\u30fc\u30bf\u5206\u6790\u3068\u8179\u843d\u3061\u306e\u6bb5\u968e\u3067\u660e\u3089\u304b\u306b\u3055\u308c\u305fCS\u306e\u5411\u4e0a\u8981\u56e0\u306b\u50cd\u304d\u304b\u3051\u308b\u65bd\u7b56\u3092\u7b56\u5b9a\u3057\u3001\u5b9f\u8df5\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

      \u6bb5\u968e<\/td>CS\u30c7\u30fc\u30bf\u306e\u53ce\u96c6
      \uff08Scanning\uff09<\/td>      		CS\u30c7\u30fc\u30bf\u306e\u5206\u6790\u3068\u8179\u843d\u3061\uff08Analysis\uff09<\/td>\u60c5\u5831\u4ea4\u63db\u306b\u3088\u308bCS\u30c7\u30fc\u30bf\u306e\u666e\u53ca\uff08Dissemination\uff09<\/td>CS\u30c7\u30fc\u30bf\u306e\u6d3b\u7528
      \uff08Utilization\uff09<\/td><\/tr>
      \u63a8\u5968\u4e8b\u9805<\/td>\u30fb\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3059\u308b\u6a19\u6e96\u5316\u3055\u308c\u305f\u4ed5\u7d44\u307f
      \u30fb\u30c7\u30fc\u30bf\u3092\u983b\u7e41\u306b\u53ce\u96c6<\/td>      		\u30fbCS\u306e\u5411\u4e0a\u8981\u56e0\u3092\u7279\u5b9a\u3059\u308b\u7d71\u8a08\u7684\u5206\u6790<\/td>\u30fbCS\u30c7\u30fc\u30bf\u3092\u5c11\u306a\u304f\u3068\u3082\u56db\u534a\u671f\u306b1\u56de\u5171\u6709<\/td>\u30fbCS\u30c7\u30fc\u30bf\u304c\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u601d\u6c7a\u5b9a\u306b\u6d3b\u7528<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

      \u3053\u3053\u3067\u6ce8\u610f\u3057\u3066\u3044\u305f\u3060\u304d\u305f\u3044\u3053\u3068\u306f\u3001\u63a8\u5968\u4e8b\u9805\u306e\u5b9f\u65bd\u306f\u5fc5\u9808\u3067\u306f\u306a\u304f\u3001\u67d4\u8edf\u306a\u53d6\u308a\u7d44\u307f\u304c\u5fc5\u8981\u3060\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002\u306a\u305c\u306a\u3089\u3001CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306f\u3001\u69d8\u3005\u306a\u8981\u56e0\u306b\u3088\u3063\u3066\u5b9f\u8df5\u65b9\u6cd5\u304c\u5927\u304d\u304f\u7570\u306a\u308b\u3053\u3068\u304c\u5831\u544a\u3055\u308c\u3066\u3044\u307e\u3059(Morgan et al., 2005)\u3002\u4f8b\u3048\u3070\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u8981\u56e0\u3067\u3059\u3002<\/p>\n\n\n\n

      \u30fb\u4f01\u696d\u3084\u4e8b\u696d\u306e\u7f6e\u304b\u308c\u3066\u3044\u308b\u5e02\u5834\u306e\u5909\u5316\u3059\u308b\u901f\u5ea6
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      \u30fbCS\u30c7\u30fc\u30bf\u3092\u542b\u3080\u69d8\u3005\u306a\u30c7\u30fc\u30bf\u306e\u7d71\u5408\u5ea6\u5408\u3044
      \u30fbCS\u30c7\u30fc\u30bf\u3068\u7d4c\u55b6\u7ba1\u7406\u3068\u306e\u95a2\u4fc2\u6027<\/p>\n\n\n\n

      \u4f01\u696d\u304cCS\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3067\u304d\u306a\u3044\u7406\u7531\u306f\u3001\u4e0a\u8ff0\u3057\u305f\u8981\u56e0\u306e\u9055\u3044\u306b\u3088\u308a\u3001CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u65b9\u6cd5\u304c\u4f01\u696d\u306b\u3088\u308a\u5927\u304d\u304f\u7570\u306a\u308b\u304b\u3089\u3060\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u3057\u305f\u304c\u3063\u3066\u3001\u4f01\u696d\u306f\u3001\u7406\u8ad6\u7684\u306aCS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u5404\u6bb5\u968e\u306b\u304a\u3051\u308b\u3084\u63a8\u5968\u4e8b\u9805\u3092\u53c2\u7167\u3057\u306a\u304c\u3089\u3001\u81ea\u793e\u306e\u72b6\u6cc1\u306b\u5408\u3046CS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u5b9f\u8df5\u65b9\u6cd5\u3092\u6a21\u7d22<\/mark><\/strong>\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u81ea\u793e\u306b\u5408\u3046\u5b9f\u8df5\u65b9\u6cd5\u3092\u6a21\u7d22\u3059\u308b\u4e0a\u3067\u3001\u591a\u304f\u306e\u4f01\u696d\u306f\u300c\u7570\u696d\u7a2e\u3092\u542b\u3080\u4ed6\u793e\u306e\u4e8b\u4f8b\u304b\u3089\u5b66\u3073\u305f\u3044\u300d\u3068\u601d\u3046\u306e\u3067\u306f\u306a\u3044\u3067\u3057\u3087\u3046\u304b\uff1f\u3064\u307e\u308a\u3001\u79d1\u5b66\u7684\u306b\u63a8\u5968\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u306e\u5b9f\u8df5\u3084\u3001\u4ed6\u793e\u4e8b\u4f8b\u304b\u3089\u306e\u5b66\u3073\u3092\u901a\u3058\u3066\u3001\u81ea\u793e\u306a\u3089\u3067\u306f\u306eCS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3092\u691c\u8a0e\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      \u7b46\u8005\u306fCS\u30c7\u30fc\u30bf\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u597d\u4e8b\u4f8b\u3068\u3057\u3066\u3001\u30b9\u30ab\u30a4\u30de\u30fc\u30af\u682a\u5f0f\u4f1a\u793e\u203b3<\/a><\/sup>\uff08\u4ee5\u4e0b\u3001\u30b9\u30ab\u30a4\u30de\u30fc\u30af\uff09\u3068\u30c8\u30e9\u30a4\u30ba\u682a\u5f0f\u4f1a\u793e\u203b4<\/a><\/sup>\uff08\u4ee5\u4e0b\u3001\u30c8\u30e9\u30a4\u30ba\uff09\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002\u3053\u306e2\u793e\u306f\u3001\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u3000\u30b5\u30fc\u30d3\u30b9\u7523\u696d\u751f\u7523\u6027\u5354\u8b70\u4f1a\u304c\u4e3b\u50ac\u3057\u305f\u30bb\u30df\u30ca\u30fc\u306b\u3082\u767b\u58c7\u3055\u308c\u307e\u3057\u305f\u3002\u30b9\u30ab\u30a4\u30de\u30fc\u30af\u306f\u3001\u4e0d\u7279\u5b9a\u591a\u6570\u306e\u9867\u5ba2\u304b\u3089CS\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3057\u3001\u53ce\u96c6\u3057\u305f\u7fcc\u65e5\u306b\u306f\u793e\u5185\u3078\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3057\u3066\u3044\u307e\u3059\u3002\u4e00\u65b9\u3067\u3001\u30c8\u30e9\u30a4\u30ba\u306f\u3001\u30aa\u30fc\u30c0\u30fc\u30e1\u30a4\u30c9\u3067\u82f1\u8a9e\u5b66\u7fd2\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u3001\u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u306b\u7a4d\u6975\u7684\u306b\u53c2\u52a0\u3059\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u9867\u5ba2\u306f\u3001\u30b3\u30f3\u30b5\u30eb\u30bf\u30f3\u30c8\u306b\u5bfe\u3059\u308b\u6e80\u8db3\u5ea6\u3092\u30c8\u30e9\u30a4\u30ba\u306b\u4f1d\u3048\u3001\u30c8\u30e9\u30a4\u30ba\u306f\u305d\u306e\u5dee\u3092\u89e3\u6d88\u3057\u3088\u3046\u3068\u52aa\u529b\u3057\u307e\u3059\u3002\u305d\u306e\u7d50\u679c\u3001\u30c8\u30e9\u30a4\u30ba\u306f\u9867\u5ba2\u306e\u671f\u5f85\u3068\u5b9f\u969b\u306e\u30b5\u30fc\u30d3\u30b9\u3068\u306e\u5dee\u3092\u89e3\u6d88\u3057\u3001\u9867\u5ba2\u306e\u5927\u6e80\u8db3\uff085\u6bb5\u968e\u8a55\u4fa1\u30675\u70b9\uff09\u3092\u7372\u5f97\u3057\u307e\u3059\u3002\u5404\u793e\u306e\u4e8b\u4f8b\u306f\u65e2\u306b\u4ee5\u4e0b\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8\u3067\u516c\u958b\u3055\u308c\u3066\u3044\u308b\u305f\u3081\u3001\u305c\u3072\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

      \n
      \"\"<\/figure>
      \u56fd\u5185\u6700\u5927\u7d1a\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u300cJCSI\u300d\u306e\u3054\u7d39\u4ecb<\/div>
      \n

      \u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u304c\u5b9f\u65bd\u3059\u308b\u56fd\u5185\u6700\u5927\u7d1a\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u300cJCSI\u300d\u306e\u7d39\u4ecb\u3067\u3059\u3002
      \u30b5\u30fc\u30d3\u30b9\u7523\u696d\u306e\u7d0430\u306e\u696d\u52d9\u3092\u5bfe\u8c61\u306b\u6bce\u5e74\u8abf\u67fb\u3092\u884c\u3044\u30b9\u30b3\u30a2\u4e0a\u8a18\u4f01\u696d\u3092\u516c\u8868\u3057\u2026<\/p>\n\n\n\n

      \n
      YouTube\u7d39\u4ecb\u52d5\u753b\u306f\u3053\u3061\u3089\u304b\u3089<\/span><\/a><\/div>\n<\/div>\n<\/div>
      READ MORE<\/span><\/svg><\/div><\/div><\/div>\u56fd\u5185\u6700\u5927\u7d1a\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u300cJCSI\u300d\u306e\u3054\u7d39\u4ecb<\/a><\/div>\n<\/div>\n\n\n\n

      <\/p>\n\n\n\n

      \n\n\n
      1. \u682a\u5f0f\u4f1a\u793e \u5e1d\u56fd\u30db\u30c6\u30eb\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8\u3088\u308a\uff08https:\/\/www.imperialhotel.co.jp\/special\/brand-story<\/a>\uff09 \u21a9\ufe0e<\/a><\/li>
      2. \u7a4d\u6c34\u5316\u5b66\u5de5\u696d\u682a\u5f0f\u4f1a\u793e\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8\u3088\u308a\uff08https:\/\/www.sekisui.co.jp\/company\/philosophy\/groupvision\/<\/a>\uff09 \u21a9\ufe0e<\/a><\/li>
      3. \u30b9\u30ab\u30a4\u30de\u30fc\u30af\u682a\u5f0f\u4f1a\u793e\u306e\u4e8b\u4f8b\uff1a\uff08https:\/\/service-safari.jp\/case_a\/848\/<\/a>\uff09 \u21a9\ufe0e<\/a><\/li>
      4. \u30c8\u30e9\u30a4\u30ba\u682a\u5f0f\u4f1a\u793e\u306e\u4e8b\u4f8b\uff1a\uff08https:\/\/service-safari.jp\/case_a\/1872\/<\/a>\uff09 \u21a9\ufe0e<\/a><\/li><\/ol>\n\n\n

        \u3010\u53c2\u8003\u6587\u732e\u3011<\/h3>\n\n\n\n

        \u30fbHogreve, J., Iseke, A., Derfuss, K., & Eller, T. (2017). The service\u2013profit chain: A meta-analytic test of a comprehensive theoretical framework. Journal of Marketing, 81(3), 41\u201361.
        \u30fbLucia-Palacios, L., P\u00e9rez-L\u00f3pez, R., & Polo-Redondo, Y. (2020). How situational circumstances modify the effects of frontline employees\u2019 competences on customer satisfaction with the store. Journal of Retailing and Consumer Services, 52, 101905.
        \u30fbMorgan, N. A., Anderson, E. W., & Mittal, V. (2005). Understanding Firms\u2019 Customer Satisfaction Information Usage. Journal of Marketing, 69(3), 131\u2013151.
        \u30fbOtto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48(3), 543\u2013564.
        \u30fb\u91cd\u677e\u4f73. (2022). \u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u4f01\u696d\u696d\u7e3e\u306e\u95a2\u4fc2\u6027\u3092\u691c\u8a3c\u3057\u305f\u7814\u7a76\u306e\u30ec\u30d3\u30e5\u30fc. \u6d41\u901a\u7814\u7a76, 25(1), 1\u201326.
        \u30fbLovelock, C., & Wirtz, J. (2008). \u30b5\u30fc\u30d3\u30b9\u30fb\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\uff08\u767d\u4e95\u7fa9\u7537\uff3b\u76e3\u8a33\uff3d\u3001\u6b66\u7530\u73b2\u5b50\uff3b\u8a33\uff3d\uff09\uff0e\u30d4\u30a2\u30bd\u30f3\u30fb\u30a8\u30c7\u30e5\u30b1\u30fc\u30b7\u30e7\u30f3\uff0e\uff08\u539f\u8457\u306f2007\u5e74\u520a\u884c\uff09<\/p>\n\n\n\n

        \u57f7\u7b46\u8005\uff1a\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u3000\u9867\u5ba2\u4fa1\u5024\u5275\u9020\u30bb\u30f3\u30bf\u30fc \u8229\u5148 \u5eb7\u5e73\uff08\u535a\u58eb \u793e\u4f1a\u5de5\u5b66\uff09<\/p>\n\n\n\n

        <\/p>\n","protected":false},"excerpt":{"rendered":"

        \u672c\u30b3\u30e9\u30e0\u306e\u8981\u70b9 \u30fb\u591a\u304f\u306e\u4f01\u696d\u306fCS\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3057\u3066\u3044\u307e\u3059\u304c\u3001\u4f01\u696d\u306b\u3088\u3063\u3066\u6d3b\u7528\u5ea6\u5408\u3044\u306b\u30d0\u30e9\u3064\u304d\u304c\u3042\u308a\u307e\u3059\u30fbCS\u306f\u4f01\u696d\u696d\u7e3e\u306b\u30d7\u30e9\u30b9\u306e\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u304c\u3001\u696d\u7e3e\u306b\u5f71\u97ff\u3059\u308b…<\/p>\n","protected":false},"author":2,"featured_media":1448,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"[{\"content\":\"\u682a\u5f0f\u4f1a\u793e \u5e1d\u56fd\u30db\u30c6\u30eb\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8\u3088\u308a\uff08https:\/\/www.imperialhotel.co.jp\/special\/brand-story<\/a>\uff09\",\"id\":\"97fcd917-11dc-45da-8226-b81d8fcbab2f\"},{\"content\":\"\u7a4d\u6c34\u5316\u5b66\u5de5\u696d\u682a\u5f0f\u4f1a\u793e\u306e\u30db\u30fc\u30e0\u30da\u30fc\u30b8\u3088\u308a\uff08https:\/\/www.sekisui.co.jp\/company\/philosophy\/groupvision\/<\/a>\uff09\",\"id\":\"4ac91ae8-52bf-4bfc-bd50-4f6fbdd6a21e\"},{\"content\":\"\u30b9\u30ab\u30a4\u30de\u30fc\u30af\u682a\u5f0f\u4f1a\u793e\u306e\u4e8b\u4f8b\uff1a\uff08https:\/\/service-safari.jp\/case_a\/848\/<\/a>\uff09\",\"id\":\"426e1e90-db14-41ff-bc21-10ace5bbbdb2\"},{\"content\":\"\u30c8\u30e9\u30a4\u30ba\u682a\u5f0f\u4f1a\u793e\u306e\u4e8b\u4f8b\uff1a\uff08https:\/\/service-safari.jp\/case_a\/1872\/<\/a>\uff09\",\"id\":\"e741db7a-f081-4500-97b4-dfc0c8d15b83\"}]"},"categories":[3],"tags":[98,123],"issue":[],"class_list":["post-2408","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-98","tag-cs"],"acf":[],"views":1592,"_links":{"self":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts\/2408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/comments?post=2408"}],"version-history":[{"count":38,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts\/2408\/revisions"}],"predecessor-version":[{"id":3808,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/posts\/2408\/revisions\/3808"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/media\/1448"}],"wp:attachment":[{"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/media?parent=2408"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/categories?post=2408"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/tags?post=2408"},{"taxonomy":"issue","embeddable":true,"href":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/wp-json\/wp\/v2\/issue?post=2408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}