組織学会大会論文集
Online ISSN : 2186-8530
ISSN-L : 2186-8530
サービス提供における従業員満足と顧客満足の両立に向けて
営業スタッフの協働に関する課題
木田 世界
著者情報
ジャーナル フリー

2017 年 6 巻 1 号 p. 56-61

詳細
抄録

The purpose of this research is to gain some implications for the management of Japanese automobile dealers to satisfy both employees and customers. The specific aim of this research is to discover the reason why the level of employee satisfaction and customer satisfaction sometimes do not correspond. Comparative case study is conducted at the two branches of a Japanese automobile dealer. In the branch A, employee satisfaction was low but customer satisfaction was high. In the branch B, employee satisfaction was high but customer satisfaction was low. Semi-structured interview to the branch manager of each branch is conducted. The data from an employee survey and a customer survey by the dealer are also referred. In the branch A, high evaluation of cooperation among sales staff from customer is considered to be the cause of high overall customer satisfaction. At the same time, leadership practices of the branch manager which emphasizes cooperation of sales staff and high service quality resulted in heavy burden of sales stuff. It is assumed that this burden resulted in low employee satisfaction of the sales staff. In the branch B, customer evaluation of cooperation among sales stuff was low, and this appears to cause low customer satisfaction and low sales of vehicle inspection and repair. However, customer evaluation of the sales stuff in charge was high, which appears to have resulted in high number of car sales and high employee satisfaction of sales staff. It is implied that to satisfy both employees and customers in Japanese automobile dealers, service delivery by cooperation among sales staff is important. At the same time, consideration and support to lighten the burden of sales staff is required. In addition, the strategy of satisfying customer by the cooperation among sales staff is assumed to be effective for increasing after-sales service.

著者関連情報
© 2017 特定非営利活動法人 組織学会
前の記事 次の記事
feedback
Top