서비스 프로세스의 측정을 위한 도구 개발에 관한 연구

• 영문명: A Study of an Instrument Development to Measure of the Service Process
• 발행기관: 한국IT서비스학회
• 저자명: 임명성(Myung-Seong Yim) 최성욱(Sung-Wook Choi)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제9권 제1호, 173~197쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.03.30

영문 초록

Though service is recognized as not only a new driver for economy growth but also a source for sustainable value creation. it has been misunderstood in the literatures because of traditional characteristics of service such as inseparability, heterogeneity, intangibility, and perishability. This perspective can be a cause of barrier to approach a service. The purpose of this study is to develop and validate an instrument to measure of the service process. A series of statistical procedures were used to analyze the data, which proved that the instrument is valid and reliable This study makes a contribution to both academic research and management practice. Theoretically, this study provides a measurement of service process in organizations for identifying service process. In practice, the results of this study will help organizations evaluate their service process innovation

목차

1. 서 론

2. 문헌 연구

3. 연구모델

4. 실증분석

5. 결 론

키워드

Service Process Service Innovation Process Service Science