A method to improve service operations from the viewpoint of correspondence with customers

Hirokazu Kono, Takayuki Miyamoto

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


The authors propose a method for improving service operations from the viewpoint of promoting correspondence between customers and service-providing corporations. The paper distinguishes the correspondence of various types of information and physical objects into unavoidable correspondence, correspondence that increases the customer satisfaction level, and correspondence that increases the service provider satisfaction level. Based on these distinctions, we propose a method to design the most efficient operation procedures, comprised solely of unavoidable correspondence, and to identify wasteful correspondence existing in current operation procedures from the viewpoint of gap between the two procedures. We then paper propose a framework to identify various alternative methods for increasing the satisfaction level of both customers and service providers respectively, and to realize these alternatives in the form of correspondence between customers and service providers. The proposed method of this hierarchical improvement framework is then applied to an actual case of a leasing operation at a consumer financing company, and the validity of the proposed method is discussed.

Original languageEnglish
Pages (from-to)157-165
Number of pages9
JournalJournal of Japan Industrial Management Association
Issue number2
Publication statusPublished - 2007 Aug 31


  • Corporate satisfaction
  • Correspondence
  • Customer satisfaction
  • Fundamental transformation
  • Service process

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Applied Mathematics


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