作者 | 石川贵幸(一桥大学)、枝村一磨(日本生产率本部)、龙泽美帆(东洋大学)、宫川大介(一桥大学)、宫川努(教职研究员) |
---|---|
发表日期/编号 | 2018年9月 18-J-027 |
研究课题 | 提高生产率的投资研究 |
下载/链接 |
概要
Quality is the most important characteristic of services. Using the survey on customer satisfaction conducted by the Japan Productivity Center, we examine what types of firms tend to provide higher quality services. Our empirical analysis suggests the following three features on the association between firm attributes and the quality of services provided by them. First, firms holding larger liquidity assets tend to provide higher quality service, which implies that customer satisfaction is associated with the accumulation of intangible manageable assets. Second, older firms tend to provide higher quality service, which implies that the accumulation of business experiences leads to higher quality service. Third, while we confirm that firms exhibiting substantially high productivity tend to obtain high customer satisfaction, we also find firms with seemingly low productivity also obtain high customer satisfaction. Such a non-linear relationship between productivity and customer satisfaction depends on industry characteristics.
Published: Ishikawa, Takayuki, Edamura Kazuma, Takizawa Miho, Miyakawa Daisuke, and Miyagawa Tsutomu, 2018. "Who provides high-quality services? –Evidence from the survey on customer satisfaction," The Economic Review, Vol. 69(4), pp. 346-362
http://www.ier.hit-u.ac.jp/Japanese/publication/ER/abst.php?vol=69&no=4&page_s=346