고객제언을 통한 서비스품질개선 사례연구

• 영문명: The Case Study on the Improvement of Service Quality through the Voice of Customer
• 발행기관: 한국문화관광학회
• 저자명: 최재화(Choi, Jae-hwa)
• 간행물 정보: 『문화관광연구』제9권 제1호, 83~95쪽, 전체 13쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.06.30

영문 초록

This paper investigate the improvement of service quality by analysing “voice of customers”, especially case study of airline. The rapid progress of Information Technology makes it possible direct communication with company CEO and customer. Nowadays it is very important factor at a company how to handle complaining customer and how to accept customer’s suggestion. Because the product and service quality of a company can be improved by customer’s complaint and suggestion. So the voice of customer is important factor to the company for the improvement of service quality. So many company makes channel to hear the voice (by internet, letter, telephone, fax, e.t.c) and analyse the complaint, suggestion, question and compliment. This paper is focused on the case study of airline service quality improvement by appropriate handling voice of the customer.

목차

[ABSTRACT]

Ⅰ. 서론

Ⅱ. 서비스 품질에 대한 이론고찰

Ⅲ. 사례연구

Ⅳ. 결과분석 및 시사점

Ⅴ. 결론 및 향후연구방향

참고문헌

키워드

Voice of Customer Service Quality Service Failure Customer's Suggestion