서비스접점 기반의 고객경험관리 포트폴리오 분석을 위한 방법론 설계

• 영문명: Methodology Design for Service Encounter-based Customer Experience Management Portfolio Analysis:Focus on the Case of Coway’s Air Cleaner
• 발행기관: 한국IT서비스학회
• 저자명: 박근완 황승준 황의종
• 간행물 정보: 『한국IT서비스학회지』제22권 제5호, 17~30쪽, 전체 14쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2023.10.31

영문 초록

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

목차

1. 서 론

2. 이론적 배경

3. 고객경험관리 포트폴리오 분석 방법론 설계

4. 사례분석

5. 토 의

6. 결 론

참고문헌

키워드

Customer Experience Management PS-Offering Product-Service System Service Design