Published Papers - SANO Kaede

Why do they use social media to organize vacation trip? Explore the effect of attitude, benefit and incentive on tourists’ intention of using social media

Kaede Sano （Part： Lead author,　Corresponding author )

The Proceedings of Asia Pacific Tourism Association Annual Conference     239 - 242   2016.06  [Refereed]

The Effect of Social Media on Customer Satisfaction and Relationship Strength in a Service with High Perceived Risk in Japan

Kaede Sano, Hiroki Sano （Part： Lead author,　Corresponding author )

CELEBRATING AMERICA'S PASTIMES: BASEBALL, HOT DOGS, APPLE PIE AND MARKETING? ( SPRINGER INT PUBLISHING AG )    435 - 439   2016  [Refereed]

DOI

Do they really work? Exploring the direct and indirect effects of social media marketing activities on different service sectors in Japan

Kaede Sano （Part： Lead author,　Corresponding author )

The Proceedings of 3rd World Research Summit for Tourism     1 - 7   2015.12  [Refereed]

Country-of-origin and brand effects on customers’ service evaluations

Kaede Sano （Part： Lead author,　Corresponding author )

The Proceedings of International Marketing Trends Conference     1 - 10   2015.01  [Refereed]

The effects of social media on keeping using indemnity insurance service(General Contribution Article)

SANO Kaede （Part： Lead author,　Corresponding author )

Journal of Information and Management ( 日本情報経営学会 )  35 ( 2 ) 64 - 73   2015  [Refereed]

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The purpose of this study is to explore the effects of social media in customers' satisfaction and behavior in financial service. Social media is being commercialized as a powerful tool to build and maintain long-term relationships between customers and businesses. This study focuses on one of financial services - indemnity insurance service, which is believed as high perceived risk service and discusses how customer satisfaction, positive WOM, and repurchase intention are influenced by social media through covariance structure analysis.

DOI

Do Social Media Marketing Activities Enhance Customer Satisfaction, Promote Positive WOM and Affect Behavior Intention? : An Investigation into the Effects of Social Media on the Tourism Industry

Sano Kaede （Part： Lead author,　Corresponding author )

同志社商学 ( 同志社大学商学会 )  66 ( 3 ) 491 - 515   2014.12

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This study aims to clarify how social media marketing activities work in tourism industy and how they can help travel agencies increase customer satisfaction and affect positive word-of-mouth as well as behavior intentions. An internet based survey was conducted to examine moderation hypotheses, which was analyzed by factor analysis and covariance structure analysis. The result show that social media marketing activities affects customer satisfaction stronger than behavior intention and positive word-of-mouth. Moreover, the results also show that customer satisfaction influence behavior intention stronger than positive word-of-mouth.

DOI

商学会研究会報告 サービス評価における原産国効果とブランド効果の比較

佐野 楓 （Part： Lead author,　Corresponding author )

同志社商学 ( 同志社大学商学会 )  66 ( 2 ) 411 - 413   2014.09

Accessing Resources for Social Customer Relationship Management : The critical role of social media in CRM

Sano Kaede （Part： Lead author,　Corresponding author )

同志社商学 ( 同志社大学商学会 )  66 ( 2 ) 366 - 389   2014.09

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This present study aims to clarify the critical role that social media works on customer relationship managemant (CRM). As more and more people are using social media as one of essential tools to communicate and gain latest information, the commercialization of social media is an important task to companies. Although social CRM is still in its early age, it is believed that social CRM is replacing traditional CRM to build stable and long-term relationship between companies and customers. This study seeks to build a conceptual framework of social CRM and shows some steps of building social CRM strategy.

DOI

Does social media enhance innovation in customer relationship management

Kaede Sano （Part： Lead author,　Corresponding author )

The Proceedings of Global Marketing Conference     1 - 12   2014.07  [Refereed]

The Theoretical Exploration of the Inter-relationship between Customer Satisfaction and Loyalty in Service

Sano Kaede

同志社商学 ( 同志社大学商学会 )  65 ( 4 ) 421 - 438   2014.01

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研究(Article)

DOI

An empirical study of the effect of social media marketing activities upon customer satisfaction, positive word-of-mouth and commitment in indemnity insurance service” Proceeding of International Marketing Trends Conference

Kaede Sano

The Proceedings of International Marketing Trends Conference     1 - 16   2014.01  [Refereed]