Abstract
Many types of enterprises have to handle a variety of criteria of consumers in accordance with the business expansion in the global and service economy. How do we extract consumers’ service processes considering their criteria for service evaluation by using simple survey methods? We develop an ad hoc questionnaire model which is to involve consumers in making the questionnaire linked their service processes in prepurchase stage, and after their service encounter, they modify/complete it. We present six interpretations based on this concept through our web questionnaire survey for restaurants in Japan. This ad hoc questionnaire model can propose the opportunity to understand consumers’ context more deeply.
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Acknowledgement
This work was supported by JSPS KAKENHI Grant Number 25885040 and 15H05396.
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Masuda, H., Hara, Y. (2017). Developing an Ad Hoc Questionnaire Model for Extracting Consumer Behaviour in Service Encounter. In: Sawatani, Y., Spohrer, J., Kwan, S., Takenaka, T. (eds) Serviceology for Smart Service System. ICServ 2015. Springer, Tokyo. https://doi.org/10.1007/978-4-431-56074-6_20
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DOI: https://doi.org/10.1007/978-4-431-56074-6_20
Publisher Name: Springer, Tokyo
Print ISBN: 978-4-431-56072-2
Online ISBN: 978-4-431-56074-6
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