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Erschienen in:
2012 | OriginalPaper | Buchkapitel
Modeling and Bridging the Gap between Different Stakeholders
verfasst von : Tsai-Hsuan Chou, Taro Kanno, Kazuo Furuta
Erschienen in: Exploring Services Science
Verlag: Springer Berlin Heidelberg
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A perception gap or misunderstanding between different groups/stakeholders is one of the most common reasons for the difficulties in many real world problems, such as multi-organizational coordination, risk communication, and service matching and satisfaction. Before trying to solve such problems, however, it is necessary to focus more on the perception gap itself. In this paper we propose a model based on the concept of mutual belief that describes the perception gap between different stakeholders, as well as a model-based methodology for quantifying and bridging the gap. Using cross-cultural communication between international and Japanese students as a case study, we show the applicability and validity of our proposal. Through the case study, we have confirmed that it is possible to identify different types of gaps using the model, and moreover, that some gaps can be reduced by the proposed method.