{"created":"2025-01-18T23:44:13.717087+00:00","updated":"2025-01-19T16:46:32.185264+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00097811","sets":["6394:7388:7390"]},"path":["7390"],"owner":"13","recid":"97811","title":["Yahoo! JAPAN における顧客対応体験による経営貢献"],"pubdate":{"attribute_name":"公開日","attribute_value":"2014-01-15"},"_buckets":{"deposit":"89355f52-f794-4f59-aef0-af4ee86a5211"},"_deposit":{"id":"97811","pid":{"type":"depid","value":"97811","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"Yahoo! JAPAN における顧客対応体験による経営貢献","author_link":["549518"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"Yahoo! JAPAN における顧客対応体験による経営貢献"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集：経営に貢献するコンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2014-01-15","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":"ヤフーカスタマーリレーションズ（株）"}]},"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/97811/files/IPSJ-DP0501006.pdf","label":"IPSJ-DP0501006"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0501006.pdf","filesize":[{"value":"1.5 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":"df0d0edc-6661-4288-9003-bbd5c99fbfc8","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2014 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"寺下, 薫"}],"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_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"顧客の声の重要性は，どの企業でも認識されているものの，具体的取り組みについて試行錯誤している企業は少なくない．さらに，顧客と第一線で接しているコンタクトセンタが経営貢献をしている例も多くはない．本稿では，筆者らが企画した顧客対応体感型研修により，コンタクトセンタだけでなく，サービス担当部門の意識改革を行うことで，お客様が満足できるサービスに変えていくと同時に，コストセンタと位置付けられがちなコンタクトセンタが直接経営貢献できることを示す．加えて，経営層を巻き込むために，筆者らが取ったアプローチについても述べ，「お客様第一」が全社的に実行されるようになった経緯も説明する．直接経営貢献を実感できるようにした取り組みについて述べ，顧客対応体験させることの重要性について述べてみたい．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"33","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"26","bibliographicIssueDates":{"bibliographicIssueDate":"2014-01-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"1","bibliographicVolumeNumber":"5"}]},"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"},"id":97811,"links":{}}