論文の公開元へA study on corporate social responsibility impact analysis and design for environment (本文)
概要
In recent years, companies are expected to coexist with society and the environment. In
order to respond to changing social conditions and consumer needs, it is a challenge to
clarify customer perspectives toward the companies. This paper proposes and
demonstrates a causal structure model of corporate social responsibility (hereinafter
referred to as CSR), cost of ownership, quality dimensions, customer satisfaction, and
customer loyalty. In addition, the assurance case was applied to the environmentally
conscious design of automobiles, and the effectiveness of the assurance case was verified.
The results of this study aim to obtain knowledge that will help strategic decision making
in corporate efforts toward society and the environment. This paper consists of three
studies in the automotive industry. The first study compares the causal structure of
automobile serviceability, cost of ownership, CSR, customer satisfaction, and customer
loyalty across countries based on the results of a questionnaire survey of automobile users
in Japan and France. Exploratory factor analysis (hereinafter referred to as EFA) was used
to extract the above five factors, and a hypothetical model was constructed from the
extracted factors. Subsequently, confirmatory factor analysis (hereinafter referred to as
CFA) and structural equation modeling (hereinafter referred to as SEM) were conducted.
The results showed that CSR affects customer satisfaction in Japan, but not in France. In
contrast to France, Japan places more importance on CSR, indicating that it is a factor
that improves customer satisfaction. The second study examined the causal structure of
CSR, social quality, perceived quality, customer satisfaction, and customer loyalty in
Japan, where CSR influences customer satisfaction, by means of a questionnaire survey.
The results showed that CSR was associated with customer loyalty. The results showed
that CSR does not directly affect customer loyalty, but it does affect customer satisfaction
through the mediation of perceived quality. Social quality was also found to affect
customer satisfaction through the mediation of perceived quality, although it does not
directly affect customer satisfaction. The second study showed that perceived quality is a
mediator of CSR and social quality. In the third study, the assurance case was applied to
the management of Design for Environment (hereinafter referred to as DfE), which is one
of the initiatives listed as a CSR promotion item. We proposed an assurance case
description method to be applied to the process of conceptual design based on evidence
from multiple studies at the product planning stage in DfE for automobiles. As a result, it
was shown that the assurance case enables the person in charge to act autonomously by
visualizing the work process in the execution of DfE. ...
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