Masaki Shobu

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In Japan, the popularity of DIY stores has been growing rapidly. In comparison with typical large retail chain stores, DIY stores have a wider variety of products mostly with lower prices and broader store spaces. In many cases, they are located in suburban areas with huge parking lots. Because of these unique features, customer behaviors for DIY stores(More)
VOCs (Voice of Customers) coming through call centers involve a variety of contents such as complaints about products and services, requests for product information and questions about maintenance services, among others. By now, it has been widely recognized that VOCs constitute a valuable source of information for enhancing customer services. Since(More)
The importance of call centers has been increasing as a valuable source of information for understanding how customers have been responding to products and services in the market. Accordingly, the operational scale of call centers has been expanding, and it is now important to manage operators efficiently so as to contain the cost increase. For this(More)
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