서비스 청사진을 이용한 서비스 혁신 - 인천공항 사례를 중심으로

• 영문명: Service Innovation By Using Service Blueprinting： A Case Study of Inchon Airport
• 발행기관: 한국IT서비스학회
• 저자명: 강민수(Min Soo Kang) 백승익(Seung Ik Baek) 최형규(Hyung K. Choi) 송윤영(Yun Young Song) 최윤정(Yoon Jeong Choi)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제7권 제3호, 199~214쪽, 전체 16쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.09.01

영문 초록

  Unlike physical goods, service consists of a chain of activities that allow the service to function effectively. In order to enhance customer experiences, service providers should innovate service processes. Service innovation refers to new or considerably changed service processes that deliver added value to the customers. Unfortunately, many of the activities are invisible to both service providers and consumers. In terms of service innovation, service visualization is very critical. When we visualize the current service process, we can identify its problems. This study suggests service blueprinting as a service innovation methodology. In order to demonstrate the usage of the methodology, this study examines departure/arrival services at the airport.

목차

Abstract
1. 서론
2. 서비스 혁신
3. 서비스 청사진
4. 사례：인천공항 출입국 서비스 혁신
5. 결론
참고문헌
저자소개

키워드

Service Innovation Service Blueprint SPT(Simplify Passenger Travel) Program Airport