체계이론을 활용한 지역의 서비스 친절도 평가 연구

• 영문명: A Study on Evaluating Kindness of Service Industries in a Local City using System Theory
• 발행기관: 한국지역개발학회
• 저자명: 양광식(Yang Kwang Sik) 서원석(Seo Won seok)
• 간행물 정보: 『한국지역개발학회지』제26권 제1호, 45~59쪽, 전체 15쪽
• 주제분류: 사회과학 > 지역개발
• 파일형태: PDF
• 발행일자: 2014.03.30

영문 초록

This study aims at investigating the level of kindness for local service industries using system theory to apply the local culture as a main factor of regional development. For the analysis, this study divides the service level into three stages, such as a stage of before service(input), a stage of during service(stay or stayput), and a stage of after service(output) for service providers and recipients respectively called ISO method which is originally from the system theory. As a result, the recipients feel that the service level they are offered is not enough and getting lower as time went by. Although the providers also agree with the recipients, overall service level they thought by themselves is higher than the recipients' estimation. The different recognition between providers and recipients gives us a good understanding that the quality of current service offer is in problem. Therefore, for better service offer, it needs to be concentrated on stepwise process in terms of ISO when training on hospitality to service providers.

목차

1. 연구 배경 및 목적

2. 이론적 고찰

3. 분석의 틀

4. 실증분석

5. 결론 및 시사점

주

참 고 문 헌

키워드

체계이론(System Theory) 친절(Kindness) 서비스(Service) ISO평가(ISO Evaluation) 지역발전(Regional Development)