외식서비스 인카운터 유목(類目)시스템(Category System) 개발에 관한 연구

• 영문명: A Study on the Development of a Category System of Foodservice Encounters
• 발행기관: 한국외식경영학회
• 저자명: 박정영(Jung young Park) 유정남(Jung nam Yoo)
• 간행물 정보: 『외식경영연구』4권 1호, 83~103쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2001.06.30

영문 초록

The quality of each service encounter which consists of an entire service should be improved in order to get high qualities in the practical services. The main purpose of this study is to develop a category system of foodservice encounters, which can be the grounded base for the food service studies. In order to achieve the purpose, this study applied the Critical Incident Technique(CIT) to foodservice encounters as a research method that could have researchers collecting very detailed critical data and giving practical insights to the practitioners. 177 satisfying and 169 dissatisfying incidents were collected on-line from 246 customers who had visited restaurants at least once during the last year. The category system developed in this study has five main groups such as core services, employee responses to the needs requested by customers, unprompted and unsolicited employee actions, surroundings and facilities, and system itself and thirty-six categories, which are more detailed than those of other CIT studies. The thirty-six categories include very precise critical elements in the foodservice encounters and some of them have never been found in other foodservice studies. The six management strategies were suggested based on the results.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 분석결과에 대한 제언 및 경영전략

Ⅵ. 결론

참고문헌

ABSTRACT