셀프서비스 기술에서의 서비스 품질 평가

• 영문명: Evaluation of Service Quality in Self-Service Technology: Based on Grounded Theory for Unmanned Order Payment Technology
• 발행기관: 한국IT서비스학회
• 저자명: Ma Ruofei 고준(Joon Koh) 박상철(Sangcheol Park)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제21권 제1호, 21~40쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2022.02.28

영문 초록

Advances in information and communication technology have introduced self-service technologies (SSTs) to service companies, changing the way they serve. In addition, as SSTs are expanding for low cost and high efficiency, opportunities for technology to interact with consumers have increased. Restaurant managers have the advantage of the SSTs win-win strategy, which allows consumers to freely receive the products or services they want, but some consumers have low satisfaction of the SSTs, especially elder people and the blind. This study examines the effect of unmanned order payment technology on service quality evaluation. For this, we interviewed a total of 12 consumers in their 10s to 50s with the experiences of using unmanned order payment technology, applying the Grounded Theory Method(GTM). Through a review of the research participant interview materials, totally 84 concepts were derived and the concepts were analyzed to derive 15 subcategories and 10 upper categories. Finally, a paradigm model of the effect of unmanned order payment technology on service quality assessment was derived. It also found the importance of consumers sense of obligation to use unmanned order payment technology, recognition of advantages (e.g., time savings), recognition of shadow labor, and recognition of whether the technology usage process is in the service quality assessment stage.

목차

1. 서론

2. 선행연구 고찰

3. 연구방법

4. 분석 결과

5. 결론

키워드

Self-Service Unmanned Order Payment Technology Grounded Theory Method Quality of Service