서비스산업에서의 품질비용 측정 항목 도출에 관한 연구

• 영문명: Development of Quality Cost Measurement Items in Service Industry
• 발행기관: 한국산업경영시스템학회
• 저자명: 이맹전(Maeng-Jeon Lee) 박정운(Jung-Oun Park) 정영배(Young-Bae Chung)
• 간행물 정보: 『산업경영시스템학회지』제35권 제3호, 148~154쪽, 전체 7쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.09.30

영문 초록

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

목차

1. 서 론

2. 서비스산업의 품질비용

3. 서비스산업의 품질비용 항목 도출

4. 품질비용 측정 항목에 대한 비교

5. 결 론

참고문헌

키워드

Quality Cost Measurement Item PAF model Service Quality Service Industries