CIT를 適用한 旅行서비스 失敗 分析과 復舊시스템 開發

• 영문명: Failure Analysis of Travel Service and Development of Recovery System used by CIT
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 全柱炯(Chun, Joo-Hyung) 金判英(Kim, Pan-Young)
• 간행물 정보: 『관광산업연구』관광산업연구 제4권 제1호, 69~84쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2010.09.30

영문 초록

Especially in Korea, the package tour is the mainstream mode of outbound travel. Nevertheless, little studies have been done to discover the travel service failure and recovery method of the package tour. The purpose of this study is to fulfill this needs and to offer the basic data for foundation of travel service recovery system. This study conducted exploratory research to identify the service failure features of the package tour. Sample data collected from the customer's opinion using travel agencies' internet board. We used CIT(Critical Incident Technique) to analysis the features of travel service failure. After the data collection, categorization exercise was conducted 9 categories and 18 distinct sub-categories come from the critical incident data. We used the scenario method to find out the customer's reaction on service recovery system at the travel agency. At the end, we discuss about the implication of service recovery system for the travel agency and employee as like tour conductor, local tour guide.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 조사 방법

Ⅳ. 분석 결과

Ⅴ. 시사점 및 결론

키워드

주요사건기법 여행서비스실패 서비스복구시스템 CIT critical incident technique travel service failure service recovery system