Personnel Information

写真b

YAMAMOTO Shoji

Organization
Institute of Business and Accounting Business School
Research Fields, Keywords
マーケティング, 消費者行動, 流通システム, サービス・マーケティング, marketing,consumer behavior,distribution system,service marketing, service marketing, marketing, distribution system, consumer behavior, marketing,consumer behavior,distribution system,service marketing
Teaching and Research Fields
現在、精力的に関心を持って研究しているのは消費者のサービス製品の評価過程とサービス企業の生産性の問題である。サービス製品の評価過程では消費者の取得する手掛かりがモノの場合とは異なり、外在的手掛かり特にビジュアルな情報が重視されることを指摘している。流通企業を含めたサービス企業の生産性の向上に関しては、顧客と従業員の相互作用の管理が重要であるという観点から研究を行っている。
Laboratory Phone number
+81-798-54-6375

Graduating School 【 display / non-display

  • Graduating School:Kwansei Gakuin University
    Faculty:Faculty of Commerce

    Kind of school:University
    Date of graduation:1983.03
    Completion status:Graduated
    Country location code:Japan

Graduate School 【 display / non-display

  • Graduate school:Kobe University
    Department:Graduate School, Division of Administration

    Course completed:Doctor's Course
    Date of completion:1989.03
    Completion status:Completed
    Country:Japan

Studying abroad experiences 【 display / non-display

  • Name of institution: デューク大学経営大学、Fuqua School of Business, Duke University
    Name of job or career: Visiting Scholar
    Date: 1995.10 - 1997.09

Degree 【 display / non-display

  • Degree name:博士(商学)
    Classified degree field:Humanities & Social Sciences / Commerce
    Conferring institution:Kobe University
    Acquisition way:Coursework
    Date of acquisition:1998.03

  • Degree name:商学修士
    Classified degree field:Humanities & Social Sciences / Commerce
    Conferring institution:Kobe University
    Acquisition way:Coursework
    Date of acquisition:1986.03

  • Degree name:商学士
    Classified degree field:Humanities & Social Sciences / Commerce
    Conferring institution:Kwansei Gakuin University
    Acquisition way:Coursework
    Date of acquisition:1983.03

Career 【 display / non-display

  • Affiliation:Kwansei Gakuin University
    Title:Vice President
    Date:2011.04 - 2014.03

  • Affiliation:Kwansei Gakuin University
    Department:Institute of Business and Accounting Business School
    Title:Professor
    Date:2005.04 -

  • Affiliation:Kwansei Gakuin University
    Department:Institute of Busienss & Accounting
    Title:Professor
    Date:2005.04 -

  • Department:経済学研究科
    Title:Lecturer
    Date:2002.08

  • Affiliation:Okayama University
    Department:経済学部
    Title:Lecturer
    Date:2001.08

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Association Memberships 【 display / non-display

  • Academic society name:日本商業学会
    Academic country located:Japan

  • Academic society name:日本消費者行動研究学会
    Academic country located:Japan

  • Academic society name:Association for Consumer Research
    Academic country located:United States

  • Academic society name:servicology
    Academic country located:Japan

  • Academic society name:日本マーケティング・サイエンス学会
    Academic country located:Japan

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Research Areas 【 display / non-display

  • Research field:Humanities & Social Sciences / Commerce
    Research keywords:service marketing

  • Research field:Humanities & Social Sciences / Commerce
    Research keywords:消費者行動

  • Research field:Humanities & Social Sciences / Business administration
    Research keywords:サービスマネジメント

  • Research field:Humanities & Social Sciences / Business administration

Teacher organization examination execution 【 display / non-display

  • School name: Kwansei Gakuin University
    Career status: Professor
    Date of authorization: 2008.04

  • School name: Kwansei Gakuin University
    Career status: Professor
    Date of authorization: 2005.04

Research Career 【 display / non-display

  • Research subject: 買い物行動におけるECサイト及び店舗での情報探索と消費者の選好構成の追跡 

    Periods of research: 2017.04 - 2020.03
    Classification of research form:No Setting
    Research program:Grant-in-Aid for Scientific Research

  • Research subject: オムニチャネルの構築による流通サービスの変化 

    Periods of research: 2015.04 - 2018.03
    Classification of research form:No Setting
    Research program:Grant-in-Aid for Scientific Research

  • Research subject: 選好構成理論の実証のためのシステム開発とショッピングサイトへの応用 

    Periods of research: 2012.04 - 2015.03
    Classification of research form:No Setting
    Research program:Grant-in-Aid for Scientific Research

  • Research subject: Analysis of patterns in preference construction process and application

    Periods of research: 2009.04 - 2012.03
    Classification of research form:No Setting
    Research program:Grant-in-Aid for Scientific Research

    Description of research activity:We have developed the experiment system based upon the theory of preference construction in first two years. In third year, our development reached to the level in announcing to other researchers to use it. This system on the Website can deal with pairwise comparison, categorization of items, and information display in matrix style. Also it includes the questionnaire system. In result, we prove the differences of information processing process by choice or evaluation, task environments, affect to the tasks, characteristics of service product.

  • Research subject: Analysis of the Process Which Emotion Affect to the Choice and Evaluation by Consumser 

    Periods of research: 2006.04 - 2008.03
    Classification of research form:No Setting
    Research program:Grant-in-Aid for Scientific Research

    Description of research activity:This research aims to indicate how emotion and cognition affect the process of consumer decision making. In first year, we mainly reviewed past works about this area and did interviews to develop scales of emotion. Through self diary and utterance, we investigated relation between situation and emotion.

    By using the result, we sorted situations which the positive and negative emotions occur. When consumers achieve positive result they want approach, they feel pleasure. In other side, when consumers evade negative result they feel safety. These assumptions are derived from regulatory theory. We investigated these by the theory and got the positive support roughly. But, some cases did not support them.

    In second year, based upon the scale, we did the questionnaire research through the net. Web site was developed for the experiment which investigated the decision process. By the internet, the questionnaire research indicated the strongest relation between customer satisfaction and repurchase intention. Customer satisfaction depended on various emotions occurred by presented scenarios and finally leaded repurchase intention. This result showed the validity of scenario scaling.

    The measurement of emotion by the scenarios was able to be used instead of emotion scales has been used. In this web site, we can examine the combination experiment with acquiring the information of products and emotion scales by scenarios. Trial experiment is already started and will transfer to complete experiment soon.

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Papers 【 display / non-display

  • Language: Japanese
    Title: Ono, J., Ogawa K., & Morikawa, H. (2021). <i>Service Excellence: Handbook of Japanese Customer Satisfaction Index.</i> Tokyo: Japan Productivity Center. (In Japanese)
    Journal name: Japan Marketing Journal  vol.42  (3)  (p.93 - 95)
    Date of publication: 2023.01
    Author(s): Yamamoto Shoji

    DOI: 10.7222/marketing.2023.012
    Field of experts:Humanities & Social Sciences / Commerce, Humanities & Social Sciences / Business administration, Humanities & Social Sciences / Cognitive science

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  • Language: English
    Title: Analysis of Factors Influencing the Choice between Ownership and Sharing: Qualitative and Quantitative Survey Results on Car Sharing Service Users Conducted in Japan
    Journal name: SUSTAINABILITY  vol.14  (19)
    Date of publication: 2022.10
    Author(s): Miura Tamao, Yamamoto Shoji

    DOI: 10.3390/su141912886
    Type of publication: Research paper (scientific journal)
    Field of experts:Humanities & Social Sciences / Commerce

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  • Language: Japanese
    Title: Substitutability between Goods in Servitization of Manufacturing Firms
    Journal name: ビジネス&アカウンティングレビュー  (17)  (p.1 - 14)
    Date of publication: 2016.06
    Author(s): Shoji Yamamoto

    Type of publication: Research paper (bulletin of university, research institution)
    Co-author classification: Multiple Authorship

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  • Language: Japanese
    Title: Aspects of Omnichannel and Consumer Behavior
    Journal name: ビジネス&アカウンティングレビュー  (16)  (p.55 - 68)
    Date of publication: 2015.12
    Author(s): Shoji Yamamoto

    Type of publication: Research paper (bulletin of university, research institution)
    Co-author classification: Multiple Authorship

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  • Language: Japanese
    Title: An Exploratory Research of Tracking on Consumer Information Processing Process by Presented Task
    Journal name: ビジネス&アカウンティングレビュー  (15)  (p.59 - 75)
    Date of publication: 2015.06
    Author(s): Shoji Yamamoto

    Type of publication: Research paper (bulletin of university, research institution)
    Co-author classification: Multiple Authorship

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Books 【 display / non-display

  • Language: Japanese
    Title: サービスと消費者行動
    Publisher: 千倉書房
    Date of publication: 2020.02
    Author(s): 山本昭二、森藤ちひろ、国枝よしみ

    Type of books: Scholarly book
    Area of responsibility: 1章
    Authorship:Joint editor
    Field of experts:Humanities & Social Sciences / Commerce

  • Language: Japanese
    Title: サービス・クォリティ
    Publisher: 千倉書房
    Date of publication: 1999.03
    Author(s): 山本 昭二

    Type of books: Scholarly book
    Authorship:Sole author
    Field of experts:Humanities & Social Sciences / Commerce

  • Language: Japanese
    Title: 小売店舗における人時生産性の規定要因
    Publisher: 関西学院大学出版会
    Date of publication: 2014
    Author(s): 山本 昭二,中西 正雄,石淵 順也,井上 哲浩,鶴坂 鶴坂貴恵 編著

    Type of books: Scholarly book
    Authorship:Joint author

  • Language: Japanese
    Title: 小売業革新
    Publisher: 千倉書房
    Date of publication: 2010.01
    Author(s): 高島克義、西村順二編著

    Type of books: Scholarly book
    Area of responsibility: 5章
    Authorship:Contributor

  • Language: Japanese
    Title: サービス・マーケティング入門
    Publisher: 日本経済新聞社
    Date of publication: 2007.08
    Author(s): 山本 昭二

    Type of books: Scholarly book
    Authorship:Sole author

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MISC 【 display / non-display

  • Language:Japanese
    Title:Patterns of Servitization in Manufacturing
    Journal name:10th Servsig 2018 Paris
    Date of publication:2018.06
    Author(s):Shoji Yamamoto,Tamao Miura

    Type of publication:Research paper, summary (national, other academic conference)

  • Language:Japanese
    Title:診療所を中核とした地域医療経営人材育成プログラム (特集 生涯学習・社会人の学び直し)
    Publisher:日本私立大学連盟
    Journal name:大学時報 = University current review  vol.67  (378)  (p.52 - 55)
    Date of publication:2018.01
    Author(s):山本 昭二

    Type of publication:Article, review, commentary, editorial, etc. (scientific journal)

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  • Language:Japanese
    Title:Industry 4.0 and the Extension of Service Science
    Publisher:Transdisciplinary Federation of Science and Technology
    Journal name:Oukan (Journal of Transdisciplinary Federation of Science and Technology)  vol.11  (1)  (p.6 - 10)
    Date of publication:2017
    Author(s):YAMAMOTO Shoji

    Type of publication:Article, review, commentary, editorial, etc. (scientific journal)

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  • Language:Japanese
    Title:消費者意思決定過程の追跡システム
    Journal name:日本消費者行動研究学会 第50回消費種行動研究コンファレンス
    Date of publication:2015.06
    Author(s):山本 昭二

    Type of publication:Article, review, commentary, editorial, etc. (bulletin of university, research institution)

  • Language:Japanese
    Title:Activities of Ten Years by the Association of Universities of Nishinomiya City
    Publisher:サービス学会
    Journal name:サービソロジー = Serviceology : magazine of Society for Serviceology  vol.2  (1)  (p.20 - 25)
    Date of publication:2015.04
    Author(s):山本 昭二

    Type of publication:Article, review, commentary, editorial, etc. (scientific journal)

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Works 【 display / non-display

  • Work title: 流通システム(ビジネススクール)用の教材作成
    Date:2007.04

    Work type:Educational material

  • Work title: サービス・マーケティング(ビジネススクール)用の教材作成
    Date:2006.09

    Work type:Educational material

  • Work title: 課題研究基礎(ビジネススクール)用の教材作成
    Date:2006.02

    Work type:Educational material

  • Work title: チャネル・マネジメント(ビジネススクール)用の教材作成
    Date:2005.09

    Work type:Educational material

  • Work title: 参与観察の実践
    Date:2005.05

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Awards 【 display / non-display

  • Prize: 日本商業学会学会賞優秀賞
    Date awarded:1999.05
    Country:Japan
    Award type:International academic award (Japan or overseas)
    Awarding organization:日本商業学会
    Award-winner (group):山本 昭二
    Field of experts:Humanities & Social Sciences / Commerce

Research Projects 【 display / non-display

  • Research category:Grant-in-Aid for Scientific Research(B)
    Project year:2017.04 - 2020.03
    Title:買い物行動におけるECサイト及び店舗での情報探索と消費者の選好構成の追跡

  • Research category:Grant-in-Aid for challenging Exploratory Research
    Project year:2015.04 - 2018.03
    Title:オムニチャネルの構築による流通サービスの変化

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  • Research category:Grant-in-Aid for Scientific Research(B)
    Project year:2012.04 - 2015.03
    Title:選好構成理論の実証のためのシステム開発とショッピングサイトへの応用

      Show links to external sites

  • Research category:Grant-in-Aid for Scientific Research(B)
    Project year:2009.04 - 2012.03
    Title:Analysis of patterns in preference construction process and application
    Project summary:We have developed the experiment system based upon the theory of preference construction in first two years. In third year, our development reached to the level in announcing to other researchers to use it. This system on the Website can deal with pairwise comparison, categorization of items, and information display in matrix style. Also it includes the questionnaire system. In result, we prove the differences of information processing process by choice or evaluation, task environments, affect to the tasks, characteristics of service product.

      Show links to external sites

  • Research category:Grant-in-Aid for Scientific Research(C)
    Project year:2006.04 - 2008.03
    Title:Analysis of the Process Which Emotion Affect to the Choice and Evaluation by Consumser
    Project summary:This research aims to indicate how emotion and cognition affect the process of consumer decision making. In first year, we mainly reviewed past works about this area and did interviews to develop scales of emotion. Through self diary and utterance, we investigated relation between situation and emotion.

    By using the result, we sorted situations which the positive and negative emotions occur. When consumers achieve positive result they want approach, they feel pleasure. In other side, when consumers evade negative result they feel safety. These assumptions are derived from regulatory theory. We investigated these by the theory and got the positive support roughly. But, some cases did not support them.

    In second year, based upon the scale, we did the questionnaire research through the net. Web site was developed for the experiment which investigated the decision process. By the internet, the questionnaire research indicated the strongest relation between customer satisfaction and repurchase intention. Customer satisfaction depended on various emotions occurred by presented scenarios and finally leaded repurchase intention. This result showed the validity of scenario scaling.

    The measurement of emotion by the scenarios was able to be used instead of emotion scales has been used. In this web site, we can examine the combination experiment with acquiring the information of products and emotion scales by scenarios. Trial experiment is already started and will transfer to complete experiment soon.

      Show links to external sites

display all >>

Presentations 【 display / non-display

  • Language:English
    Conference name:10th Servsig 2018 Paris
    International/Domestic presentation:International presentation
    Holding date:2018.06
    Title:Patterns of Servitization in Manufacturing
    Presentation type:Oral presentation (general)

  • Language:Japanese
    Conference name:日本消費者行動研究学会 第50回消費種行動研究コンファレンス
    International/Domestic presentation:Domestic presentation
    Holding date:2015.06
    Title:消費者意思決定過程の追跡システム
    Presentation type:Oral presentation (general)

  • Language:Japanese
    Conference name:S3FIRE 第5回フォーラム、東京コンファレンスセンター
    International/Domestic presentation:Domestic presentation
    Holding date:2014
    Title:サービス経済が映し出す未来と現実
    Presentation type:Oral presentation (general)

  • Language:Japanese
    Conference name:第61回日本商業学会全国大会
    International/Domestic presentation:Domestic presentation
    Holding date:2011.05
    Title:サービス製品の評価過程
    Presentation type:Oral presentation (general)

  • Language:Japanese
    Conference name:日本商業学会関西部会
    International/Domestic presentation:Domestic presentation
    Holding date:2009.04
    Title:大丸札幌店の出店
    Presentation type:Oral presentation (general)

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Teaching Experience (Off-campus) 【 display / non-display

  • Subject:行動科学研究法D
    Institution name:Kwansei Gakuin University

  • Subject:流通システム論
    Institution name:Kwansei Gakuin University

  • Subject:サービス事業経営論
    Institution name:University of Marketing and Distribution Sciences

  • Subject:商学演習
    Institution name:Kwansei Gakuin University

  • Subject:課題研究基礎
    Institution name:Kwansei Gakuin University

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Committee Memberships 【 display / non-display

  • Organization name:servicology
    Committee name:副会長

  • Organization name:日本学術会議
    Committee name:連携会員

  • Organization name:経済産業省
    Committee name:産業構造審議会委員
    Date:2017.11 - 2020.03

  • Organization name:servicology
    Committee name:会長
    Date:2016.06 - 2018.06

  • Organization name:日本商業学会
    Committee name:理事

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Social Contribution 【 display / non-display

  • Title:日本学術会議連携会員

  • Title:日本学術会議連携会員

  • Title:経済産業省産業構造審議会委員
    Date:2017.11 - 2020.11

  • Title:日本学術会議 サービス学分科会サービス学参照基準制定小委員会委員
    Date:2015.03 - 2017.11

    Description:サービス学参照基準の作成

  • Title:日本科学技術振興機構 社会技術開発センター 問題解決型サービス科学プロジェクトアドバイザー
    Date:2014.10 - 2016.11

    Description:問題解決型サービス科学プロジェクトにおいて採択案件の実施に関わるアドバイスを行う。

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