著者

Ryusuke Kosuge Jing-Ming Shiu

出版者

Global Business Research Center

雑誌

Annals of Business Administrative Science (ISSN:13474464)

巻号頁・発行日

pp.0190325a, (Released:2019-05-31)

参考文献数

13

被引用文献数

1

---

Even when customers are satisfied, they could be having experiences not intended by the company. By comparing dyad relationships between headquarters and stores of a Japanese auto dealer company, this paper examines how decision authority on touchpoints should be distributed to create a superior customer experience. Overall, decision authority was distributed towards stores; however, two stores known for high-quality customer experiences had headquarters exercise decision authority on brand promotion touchpoints. Further, these two stores adapted interpersonal touchpoints to brand promotion touchpoints created by headquarters. In short, from a brand perspective, it is desirable to differentiate decision authority while achieving consistency between touchpoints.

著者

Ryusuke KOSUGE Nobuo TAKAHASHI

出版者

グローバルビジネスリサーチセンター・東京大学MERC

雑誌

Annals of Business Administrative Science (ISSN:13474464)

巻号頁・発行日

vol.15, no.6, pp.273-284, 2016-12-15 (Released:2016-12-15)

参考文献数

19

被引用文献数

2 6

---

Observations of a Japanese automobile dealer company shifting from a selling orientation to a market orientation revealed the following: (1) A market-oriented program with a process and team orientation threatened the self-concept of the sales force and was rejected by most of them; (2) when three out of 54 shops, or only approximately 5%, appeared to be developing a form of market orientation, the top management selected managers of those three shops as well as changed the existing evaluation and reward system, which caused market orientation to take precedence in the organization. It should be noted that what happened at this company was contrary to natural selection or competitive isomorphism. At first, these three shops performed so poorly that they could well have been “selected out.” However, the top management allowed the three shops to survive and, when the time was ripe, deliberately made an effort to spread the form of market orientation within the organization. In essence, it is suggested that the key mechanism of developing a market orientation is institutional isomorphism through artificial selection.

著者

Ryusuke KOSUGE

出版者

グローバルビジネスリサーチセンター・東京大学MERC

雑誌

Annals of Business Administrative Science (ISSN:13474464)

巻号頁・発行日

vol.14, no.3, pp.137-146, 2015-06-15 (Released:2015-06-15)

参考文献数

18

被引用文献数

4 4

---

This study examines the market orientation–performance link in the context of service organizations by comparing different approaches for measuring market orientation. Focusing on 54 shops of a Japanese automobile dealership firm, this study measures market orientation through both managers' and salespersons' perceptions as well as both the MKTOR and MARKOR scales. The results of the analysis reveal that market orientation measured through salespersons' perceptions, particularly its cultural components, positively affects sales productivity. In fact, qualitative evidence suggests that salespersons' perceptions of market orientation indicate their internalization of market-oriented values, which in turn leads to continuous improvement behavior.

著者

Ryusuke KOSUGE

出版者

グローバルビジネスリサーチセンター・東京大学MERC

雑誌

Annals of Business Administrative Science (ISSN:13474464)

巻号頁・発行日

vol.13, no.5, pp.255-269, 2014-10-15 (Released:2014-10-15)

参考文献数

33

被引用文献数

2 6

---

Though lean production has its origin in the Toyota Production System (TPS), it has become popular across various industries. During this process, a striking situation has occurred in Sweden, particularly in its service industry. This paper aims to discuss the background and context of this phenomenon. In Sweden, work and management styles based on the tradition of socio-technical systems (STS), as embodied in Volvo's Uddevalla plant, used to be competing with lean production as a collection of practices observed in the Japanese automobile industry. However, once lean was viewed as a management approach that aims to create a smooth flow of value towards the customer, the integration of the two occurred. To illustrate this point, a case of a school is considered. It shows that reflection by autonomous teams of teachers play an important role in problem solving that accompanies the implementation of lean. Such an integrated style draws out workers' intrinsic motivation through involvement in problem solving, and thereby embodies the “respect for the people” philosophy in TPS. It is expected to be suitable particularly for the service context.