{"created":"2023-06-19T08:09:25.208020+00:00","id":801,"links":{},"metadata":{"_buckets":{"deposit":"901a0539-ef7a-4d5c-b5a0-f586639bc36f"},"_deposit":{"created_by":3,"id":"801","owners":[3],"pid":{"revision_id":0,"type":"depid","value":"801"},"status":"published"},"_oai":{"id":"oai:edo.repo.nii.ac.jp:00000801","sets":["1:59"]},"author_link":["1372","1144"],"item_1_biblio_info_14":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicIssueDates":{"bibliographicIssueDate":"2018-03-31","bibliographicIssueDateType":"Issued"},"bibliographicVolumeNumber":"28","bibliographic_titles":[{"bibliographic_title":"江戸川大学紀要"},{"bibliographic_title":"Bulletin of Edogawa University","bibliographic_titleLang":"en"}]}]},"item_1_creator_6":{"attribute_name":"著者名(日)","attribute_type":"creator","attribute_value_mlt":[{"creatorAffiliations":[{"affiliationNameIdentifiers":[{"affiliationNameIdentifier":"","affiliationNameIdentifierScheme":"ISNI","affiliationNameIdentifierURI":"http://www.isni.org/isni/"}],"affiliationNames":[{"affiliationName":"","affiliationNameLang":"ja"}]}],"creatorNames":[{"creatorName":"薊, 理津子","creatorNameLang":"ja"},{"creatorName":"アザミ, リツコ","creatorNameLang":"ja-Kana"},{"creatorName":"Azami, Ritsuko","creatorNameLang":"en"}],"familyNames":[{"familyName":"薊","familyNameLang":"ja"},{"familyName":"アザミ","familyNameLang":"ja-Kana"},{"familyName":"Azami","familyNameLang":"en"}],"givenNames":[{"givenName":"理津子","givenNameLang":"ja"},{"givenName":"リツコ","givenNameLang":"ja-Kana"},{"givenName":"Ritsuko","givenNameLang":"en"}],"nameIdentifiers":[{"nameIdentifier":"1144","nameIdentifierScheme":"WEKO"}]}]},"item_1_creator_8":{"attribute_name":"著者名(英)","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"Ritsuko, AZAMI","creatorNameLang":"en"}],"nameIdentifiers":[{"nameIdentifier":"1372","nameIdentifierScheme":"WEKO"}]}]},"item_1_description_1":{"attribute_name":"ページ属性","attribute_value_mlt":[{"subitem_description":"P(論文)","subitem_description_type":"Other"}]},"item_1_description_11":{"attribute_name":"抄録(日)","attribute_value_mlt":[{"subitem_description":"　本研究は場面想定法を用いて，苦情場面（法的苦情・非法的苦情）ごとで苦情行動の規定因を検討し，さらに苦情場面×苦情対応（謝罪・商品の補填・消費者優位・対応の未提示）別に消費者の今後の行動（今後の店の利用・他者への拡散）の規定因の検討を主な目的とした。苦情場面別で苦情行動の規定因について検討したところ，苦情場面の種類によらず，過去の苦情行動に関するポジティブ経験が苦情行動を促進した。非法的苦情場面では苦情感情が苦情行動を促進したが，法的苦情場面ではこのような結果は得られなかった。苦情場面×苦情対応別の今後の行動を規定する要因については，法的苦情場面における全ての場面で，店員の誠意が今後の店の利用を促進した。また，他者への拡散は，場面によって規定因が異なることが示された。苦情に関する先行研究で指摘された個人特性については，苦情場面と苦情対応によって，その影響が異なることが示唆された。","subitem_description_type":"Other"}]},"item_1_source_id_13":{"attribute_name":"雑誌書誌ID","attribute_value_mlt":[{"subitem_source_identifier":"AA12560733","subitem_source_identifier_type":"NCID"}]},"item_1_text_9":{"attribute_name":"著者所属(日)","attribute_value_mlt":[{"subitem_text_value":"江戸川大学"}]},"item_files":{"attribute_name":"ファイル情報","attribute_type":"file","attribute_value_mlt":[{"accessrole":"open_date","date":[{"dateType":"Available","dateValue":"2018-03-31"}],"displaytype":"detail","filename":"DK2018-25.pdf","filesize":[{"value":"2.8 MB"}],"format":"application/pdf","licensetype":"license_note","mimetype":"application/pdf","url":{"label":"DK2018-25","url":"https://edo.repo.nii.ac.jp/record/801/files/DK2018-25.pdf"},"version_id":"a4250008-fbff-488c-b686-7339a6e21e91"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"苦情行動","subitem_subject_scheme":"Other"},{"subitem_subject":"苦情対応","subitem_subject_scheme":"Other"},{"subitem_subject":"誠意","subitem_subject_scheme":"Other"},{"subitem_subject":"complaint behavior","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"responses to complaints","subitem_subject_language":"en","subitem_subject_scheme":"Other"},{"subitem_subject":"sincerity","subitem_subject_language":"en","subitem_subject_scheme":"Other"}]},"item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourcetype":"departmental bulletin paper","resourceuri":"http://purl.org/coar/resource_type/c_6501"}]},"item_title":"苦情行動と苦情対応に関する研究","item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"苦情行動と苦情対応に関する研究"},{"subitem_title":"Complaint behavior and response:An analysis using vignette","subitem_title_language":"en"}]},"item_type_id":"1","owner":"3","path":["59"],"pubdate":{"attribute_name":"公開日","attribute_value":"2018-03-31"},"publish_date":"2018-03-31","publish_status":"0","recid":"801","relation_version_is_last":true,"title":["苦情行動と苦情対応に関する研究"],"weko_creator_id":"3","weko_shared_id":-1},"updated":"2024-05-21T05:35:06.073805+00:00"}