2011 Volume 10 Issue 2 Pages 239-247
We develop the ethno-cognitive interview which is the interview method to grasp the business reality, and it was tried whether it was applicable in visualization in a gap and an analysis of consciousness of customer satisfaction. We interviewed per 1 person for 1.5 hours to customer which thought law customer satisfaction to us and to our SE, business worker. As a result, a CS gap was classified into 3 of territory. (1) There is a clear difference in the value of the customer and us, and you point the sweetness of our recognition out to a customer, (2) The customer and we recognize dissatisfied, but the recognition isn't being handed down to a customer, (3) There are no differences in recognition, but both are unsatisfactory. We found out that there is a root in a CS gap in difference between mutual organization and recognition of a system.
