서비스경영

조영대 지음

한올출판사 2020년 10월 07일 출간 종이책 : 2020년 09월 15일 출간

작품소개

책소개

서비스문화는 어떻게 발전되어 나갈 것인가? 디지털서비스는 과연 어떻게 진화될 것인가? 고객의 정보와 지식을 감안한 품위있는 지식서비스와 르네상스 시대를 방불케 하는 웅장하고 화려한 서비스환경,?
상상을 초월하는 신속한 고객응대와 불평 불만처리, 부가가치향상 서비스 등을 들 수 있겠다.

목차

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Chapter 01 고객

제1절 고객이란 누구인가?··········································12
1. 고객의 정의····························································12
2. 고객의 범주····························································13

제2절　고객의 특성과 이해··········································16
1. 고객의 특성····························································16
2. 고객에 대한 이해···················································19
3. 고객 성격유형에 대한 이해···································21

제3절　어떻게 고객을 대해야 하는가?··························· 25
1. 고객은 이렇게 대하라············································26
2. 고객에 대한 접근방법············································28
3. 고객의 관점이 중요하다········································33
4. 고객충성도와 고객관계관리··································38
5. 고객이 없으면 사업도 없다···································40

Chapter 02 서비스

제1절　서비스산업의 배경과 특성································· 46
1. 서비스경제 시대의 도래····················· 46
2. 서비스산업의 분류·························· 46

제2절　서비스의 정의와 특징······································ 54
1. 서비스의 어원························································54
2. 서비스의 정의························································55
3. 서비스에 대해 잘못 알고 있는 몇 가지·················58
4. 서비스의 3단계······················································59
5. 서비스의 특징························································60

Chapter 03 서비스전략과 기법
제1절　서비스 전략··················································· 70
1. 공산품도 서비스의 집합········································70
2. 공산품 서비스 활동의 기본형태····························72
3. 서비스차별화 전략·················································76
4. 서비스 경쟁력 제고················································78
제2절　서비스의 기법················································ 85
1. 서비스 청사진························································85
2. MOT 사이클 차트··················································89
3. 서비스 모니터링·····················································91
4. 레스토랑 서비스기법·············································93


Chapter 04 서비스차별화

제1절　서비스차별화··············································· 104
1. 서비스 특화시대, 틈새시장을 노린다·················· 104
2. 서비스 패러독스········

작가정보

저자(글) 조영대

저자 : 조영대
미국 Marshall Univ.에서 객원교수로 연구했으며, 대구대학교 대학원에서 경영학 박사학위와 위틱대학교 대학원에서 철학박사학위를 취득하였다.?
KOLON 그룹 산하의 (주)KOLON F&T에서 근무하였으며, 1984년 KOLON 그룹 최우수 사원상을 수상했다.
(주)두리비즈니스컨설팅에서 컨설턴트로, (주)대한비즈니스컨설팅에서는 자문위원과 호텔 · 외식산업 & 관광개발연구소장을 지냈다.
현재는 포항대학교 관광호텔 마린비즈 계열교수, 호텔 조리커피제빵과 교수로 강의와 연구 컨설팅을 수행 하고 있다.?
(사)대한관광경영학회 회장, 한국커피학회 초대회장을 역임하였으며, 한국카페레스토랑마스터 협회 총재를 맡고 있다.

주요저서 및 논문?
ㆍ 직무적합성이 갈등관리방법과 직무만족에 미치는 영향(조영대 외, 한국경영학회, 1994)
ㆍ 호텔종사원의 직장몰입에 관한 연구(대한관광경영학회, 1996)
ㆍ 호텔종사원의 노조몰입에 관한 실증적 연구(대한관광경영학회, 1999) 외 다수
ㆍ 적정수준의 갈등관리(조영대 외, 1978. 05, 한국능률협회)
ㆍ 경영정보 시스템과 조직행동(조영대, 1996. 01, 홍익출판사)
ㆍ 최신 경영 관광관련 용어사전(조영대 외, 1997. 04, 백산출판사)
ㆍ 관광과 서비스(조영대 외, 2004. 02, 현학사)
ㆍ 관광학개론의 이해(조영대 외, 2005. 03, 남두도서)
ㆍ 비지니스 컨설팅 서비스(조영대, 2005. 08., 남두도서)
ㆍ 서비스학개론(조영대, 2003. 03, 현학사)
ㆍ 서비스학개론(조영대, 2007. 02, 세림출판사)
ㆍ 양주와 칵테일 실무(조영대 외, 2007. 03, 도서출판 갈채)
ㆍ 호텔식음료 경영실무(조영대 외, 2007. 03, 도서출판 갈채)
ㆍ 글로벌에티켓과 매너(조영대, 2010. 06, 백산출판사)
ㆍ 고품위 서비스 실무(조영대 외, 2011. 04, 남두도서)
ㆍ 명상치료(조영대, 2012. 02, 세림출판사)
ㆍ 커피바리스타 마스터 2015(조영대, 2015. 02, 한올출판사)
커피바리스타 마스터 2016(조영대, 2016. 03, 한올출판사)
커피바리스타 마스터 2018(조영대, 2018. 01, 한올출판사)
커피바리스타 마스터 2019(조영대, 2019. 03, 한올출판사)
ㆍ 111가지 카페메뉴 레시피(조영대, 2019. 06, 한올출판사)