{"updated":"2025-01-20T02:24:04.276009+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00186940","sets":["6394:9336:9338"]},"path":["9338"],"owner":"13","recid":"186940","title":["コンタクトセンタにおける社員満足度と顧客満足度の関係性について"],"pubdate":{"attribute_name":"公開日","attribute_value":"2018-04-15"},"_buckets":{"deposit":"07ad3a70-a75a-4e6d-8f98-6c87bc7b907a"},"_deposit":{"id":"186940","pid":{"type":"depid","value":"186940","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"コンタクトセンタにおける社員満足度と顧客満足度の関係性について","author_link":["420792"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"コンタクトセンタにおける社員満足度と顧客満足度の関係性について"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集：価値を創造するコンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2018-04-15","item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_21_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"（株）東京海上日動コミュニケーションズ"}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":-1,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/186940/files/IPSJ-DP0902008.pdf","label":"IPSJ-DP0902008.pdf"},"date":[{"dateType":"Available","dateValue":"2999-12-31"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0902008.pdf","filesize":[{"value":"2.2 MB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"0","billingrole":"5"},{"tax":["include_tax"],"price":"0","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"c3e7b868-36c6-46fa-a8ac-3e2e7ebb1929","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2018 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"田口, 浩"}],"nameIdentifiers":[{}]}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"journal article"}]},"item_21_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA1245124X","subitem_source_identifier_type":"NCID"}]},"item_21_source_id_11":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"2188-4390","subitem_source_identifier_type":"ISSN"}]},"item_21_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"日本国内のコンタクトセンタの現状の課題は，人材の採用である．人材の採用が難しい状況は国内全域にわたり,採用が厳しくなるなかで，コンタクトセンタは，AI（人工知能）やチャットを利用し生産性を向上する取り組みや，FAQやチャットボットなどのセルフサポートシステムを利用しコールの削減の取り組みを行っている．また，人材の採用が厳しいため，既存の社員の退職を防止する取り組みも行われている．退職防止のためには，社員のモチベーションを維持・向上させるマネージメントが重要である．社員モチベーションの低下は，社員の退職だけでなく，顧客満足度にも影響を与えることになる．本稿では，社員満足度と顧客満足度の関係性について明らかにし，コンタクトセンタでは，人材に対する投資も重要であることを解説する．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"413","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"388","bibliographicIssueDates":{"bibliographicIssueDate":"2018-04-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"2","bibliographicVolumeNumber":"9"}]},"relation_version_is_last":true,"item_21_alternative_title_2":{"attribute_name":"その他タイトル","attribute_value_mlt":[{"subitem_alternative_title":"招待論文"}]},"weko_creator_id":"13"},"created":"2025-01-19T00:53:51.322133+00:00","id":186940,"links":{}}