서비스 만족지수를 고려한 서비스 설계

• 영문명: On the Service Design Using Service Satisfaction Index
• 발행기관: 한국산업경영시스템학회
• 저자명: 김준홍(Jun-Hong Kim)
• 간행물 정보: 『산업경영시스템학회지』제31권 제3호, 52~60쪽, 전체 9쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2008.09.30

영문 초록

  This paper proposed a service satisfaction index in the service design. We utilize the service blueprint as the basic tool for the service process analysis, construct a service flow fishbone diagram which consists of the encounters representing the interaction between customer and service deliverer. To evaluate the service satisfactions of the service element a service satisfaction function is used. The service satisfaction function has the generic properties of the prospect theory with the probabilistic utility value in order to evaluate the service bundle which is constructed by tangible and intangible service elements. A numerical example using the A/S service of Electronic Co. is presented for the verification.

목차

1. 서론
2. 서비스 설계와 관련 연구들
3. 서비스 설계에서 서비스 청사진과 전망이론
4. 제안된 서비스 만족함수와 평가절차
5. 수치 예
6. 결론
참고문헌

키워드

Service Design Prospect Theory Service Satisfaction Index Service Blueprint