서비스접점 기반의 고객경험관리 포트폴리오 분석을 위한 방법론 설계: 코웨이의 공기청정기 사례를 중심으로

박근완,황승준,황의종,Geun Wan Park,Seung Jun Hwang,Eui Jong Hwang 한국IT서비스학회 2023 한국IT서비스학회지 Vol.22 No.5

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.

A Study on Service Design of e-Platform Service and Technology-based Self-Service

Geun Wan Park(박근완),Seung Hyun Baek(백승현),Seung Jun Hwang(황승준) 중앙대학교 한국전자무역연구소 2016 전자무역연구 Vol.14 No.4

연구목적: 최근 들어 신기술을 기반으로 하는 새로운 비즈니스모델들이 다수 출현하고 있다. 이에 본 연구는 서비스접점 기술에 의해 정의되는 플랫폼서비스와 기술 기반의 셀프서비스의 서비스설계 요소를 고객 관점의 시각에서 밝혀보고자 한다. 논문구성/논리: 본 연구에서 제시하는 플랫폼서비스와 셀프서비스의 서비스설계 차원은 보편적설계(Universal Design)에서 제시하는 ‘공평한 사용성’, ‘지각할 수 있는 정보’,‘오류에 대한 포용력’, ‘육체적 노력의 최소화’ 차원으로 설계하였다 본 연구는 서비스설계 차원과 고객만족 간의 관계에 있어, 서비스가치의 매개효과를 분석할 수 있는 연구모형을 설계하였다. 결과: 분석결과 플랫폼서비스의 경우 네 가지 서비스설계 차원 모두가 서비스가치에 영향을 주었지만, 셀프서비스의 경우 ‘육체적 노력의 최소화’ 변수만이 서비스가치에 영향을 주었다. 서비스가치와 고객만족 간의 관계에 있어서는 플랫폼 서비스와 셀프서비스 모두 통계적으로 유의한 관계가 나타났다. 서비스가치의 매개효과 결과는 플랫폼서비스의 경우, ‘육체적 노력의 최소화’와 ‘고객만족’ 간의 관계에 있어서만 서비스가치가 완전매개 효과를 보였고, 나머지 세 개의 서비스설계 요소는 서비스가치가 부분매개 효과를 보이는 것으로 나타났다. 셀프서비스의 경우, 플랫폼 서비스와는 반대로 ‘육체적 노력의 최소화’와 ‘고객만족’ 간의 관계에 있어 서비스가치가 부분매개 효과를 보이는 것으로 나타났다. 독창성/가치: 본 연구는 플랫폼서비스와 셀프서비스의 서비스설계 차원 비교에 있어, 해당 서비스에 노출도가 높은 20대를 대상으로 연구를 진행하였다는 점에서 기존 선행연구들과 차별화된다. 또한 남소노소 그리고 장애인들도 누구나 어려움 없이 제품또는 서비스를 사용할 수 있도록 설계해야 한다는 보편적설계(Universal Design)의 개념을 서비스설계 요소로 설계한 점에서 의미가 있다. Purpose: As many new technology-based business models have recently emerged, this study intends to identify the service design dimensions of the platform service and self-service defined by service encounter technology. Composition/Logic: The design elements of platform services and self-service suggested in this study include “Equitable Use,” “Perceptible Information,” “Tolerance for Error,” and “Low Physical Effort” as suggested in universal design. This study designed a research model by using service value to mediate the relationship between service design elements and customer satisfaction. Findings: According to the analysis’ results, all four service design elements affected service value for the platform service; however, only the “Low Physical Effort” variable affected service value for self-service. Regarding the relationship between service value and customer satisfaction, platform service and self-service demonstrated a statistically significant relationship. Service value for platform services only indicated a full mediating effect in the relationship between “Low Physical Effort” and “Customer Satisfaction,” and service value has a partial mediating effect on the remaining three service design elements. The service value in self-service revealed a partial mediating effect on the relationship between “Low Physical Effort” and “Customer Satisfaction,” as opposed to platform services. Originality/Value: This study differs from existing precedent studies in that the former was conducted with people in their 20s who are highly exposed to the corresponding services for a comparison between platform service and self-service design elements. Moreover, this study is important in that the designed service design element concept involved universal design for children, adults of all ages, and even the disabled to use a product or service without difficulty.

서비스 청사진을 이용한 병원서비스 개선방안에 관한 연구

박근완(Geun-Wan Park),박광태(Kwangtae Park) 한국IT서비스학회 2008 한국IT서비스학회지 Vol.7 No.2

  We assess service delivery system for outpatients of general hospital(A) using service blueprint. Service blueprint for outpatients" service process currently being implemented in general hospital(A) is analysed to improve hospital services and define hospital service delivery system more accurately. In addition, comparative analysis of service blueprint between before and after improvement is conducted to find that health care services is now more customer-oriented and hospital employees can link their duties to service delivery system.<BR>  Dealing with the efficiency of health care service delivery system based on service blueprint analysis is expected to pave the way for continual service quality improvement of general hospitals in the future.<BR>  The analysis of service blueprint of outpatients" service process suggested in this study is useful for setting strategies for health care service. It also helps service process design and service digitalization of other general hospitals in the future.

공간정보 기반의 스마트시티 핵심가치 및 지표 설계에 관한 연구

박근완(Geun-wan Park),박현지(Hyun-Ji Park),배성훈(Seoung-Hun Bae),김민관(Min-Kwan Kim),황승준(Seung-June Hwang) 한국산업경영시스템학회 2020 한국산업경영시스템학회지 Vol.43 No.4

Smart City operates with the purpose of solving urban problems. The important thing in smart city operation is that spatial information must be managed at a high level. In addition, it has the characteristics of being managed by one platform. This study presented the core value dimension of smart city based on analysis of various domestic and overseas smart city operation cases. Smart cities are basically operated based on spatial information, and the higher the level of spatial information, the more smart city services can be connected and managed in an integrated manner. The performance dimension of smart city core values ​​presented in the study includes prosperity, personalization, convenience, accuracy, sustainability, safety, environment, integration, etc., and there is a connectivity dimension, a concept that can be managed in an integrated manner. This study will be useful for empirical research on smart city performance dimension design and surveys based on case studies. It will also help field managers who develop, operate, and manage smart cities when quantifying performance dimensions.

K-Means Clustering을 통한 공급사슬 상의 기업간 관계관리 연구

박근완(Geun-Wan Park),황승준(Seung-Jun Hwang),백승현(Seung-Hyun Baek) 대한경영학회 2014 大韓經營學會誌 Vol.27 No.6

종합병원 간호사의 직무환경, 직무스트레스, 피로도가 직업만족에 미치는 영향

박근완(Park, Geun Wan),박광태(Park, Kwang Tae) 한국서비스경영학회 2012 서비스경영학회지 Vol.13 No.5

This study analyzes the relations among job environment, job stress, fatigue and job satisfaction which nurses perceive and feel. This study focuses only on medical treatment departments of general hospitals. Medical treatment departments considered are children`s ward, internal medicine general ward, external medicine general ward, operating room, and intensive care room. Research methodology used here is PLS (Partial Least Squares) which is a Variance Based SEM. Three research models are analyzed. Two research models are related to children`s ward and external medicine general ward and one research model is integration model. Strategic implication of internal human resources management appropriate to the characteristics of medical treatment departments is provided based on the results.

생존함수를 활용한 서비스전달 시스템 분석 방법론 설계

박근완(Geun-wan Park),박광태(Kwangtae Park) 한국경영학회 2017 經營學硏究 Vol.46 No.2

점진적 혁신과 급진적 혁신의 생산성과 수익성: 의료·바이오 산업을 중심으로

박근완 ( Geun-wan Park ),박광태 ( Kwangtae Park ) 한국생산성학회 2018 生産性論集 Vol.32 No.4

We analyze productivity and profitability of incremental innovation group and radical innovation group after classifying companies which received R&D support from government into pharmaceutical industry, medical device industry and food industry. Growth Leading Industry is the industry which plays the role of the engine for the future growth. This industry has low percentage in the regional industries but is expecting high growth rate. Thus, investment focused on technology innovation is important in this industry. We define this industry as radical innovation group. Next generation pharmaceutical industry, IT medical device industry, and bio food industry are in this industry. Flagship Industry is the industry in which the proportion of the industry in the region is high but the growth rate is slowing down, stagnating or declining. We define this industry as incremental innovation group. Biotechnology, electronic medical devices and clean health food industry are in this industry. The indicators for productivity analysis are 'Sales revenue per employee', 'Added value per employee' and 'Value added ratio'. The indicators for growth analysis are 'Employee growth rate', 'Total assets growth rate', 'Net income growth rate', 'Operating profit growth rate' and 'Net sales growth rate'. Various comparative results between incremental innovation group and radical innovation group are provided. The results of the study, incremental innovation maintained a stable performance of the organization, but did not achieve a high level of performance. Radical innovations show high levels of performance, although the performance of the firm is not stable. Incremental innovation showed low performance with low technical level, and radical innovation showed high performance with high technical level. Incremental innovation is highly efficient but low in effectiveness, and radical innovation is low in efficiency, but high in effectiveness. The reason is that radical innovation is highly uncertain about performance, and Incremental innovation is low uncertainty about performance.

구조방정식 모형을 통한 종합병원 외래·입원환자의 서비스품질 특성에 관한 연구

박근완(Geun-wan Park),박광태(Kwangtae Park) 한국서비스경영학회 2007 한국서비스경영학회 학술대회 Vol.2007 No.5

KS 규격 변경이 품질향상에 미치는 영향에 관한 연구 - 관리도의 효율성을 중심으로 : KS 규격 변경이 품질향상에 미치는 영향에 관한 연구

박근완(Geun-Wan Park),박광태(Kwangtae Park) 한국생산관리학회 2006 한국생산관리학회지 Vol.17 No.3

품질관리 활동에 있어서 가장 중요한 것 중의 하나는 데이터의 측정과 평가이고 이 과정에서 큰 역할을 수행하는 것이 관리도 기법이다. 본 연구에서는 한국표준협회(Korean Standards Association)의 2001년 12월 31일과 2002년 12월 30일에 있은 두 차례의 관리도 부분 KS 규격 변경사항을 조사하고, 이를 바탕으로 Vensim PLE(Personal Learning Edition)를 사용하여 변경규격이 품질과 생산성에 미치는 영향을 파악할 수 있는 시뮬레이션 모형을 제시하였다. 이 모형을 통하여 기존의 관리도가 가지고 있는 문제점을 기술표준원(Agency for Technology and Standards)이 규격변경을 통하여 어떻게 해결하려 했는지 알 수 있었고, 변경규격의 미비점 발견과 그 해결방안을 언급함으로써 KS 규격이 향후 나아가야 할 방향을 제시하였다. 또한 KS 규격의 복잡한 변경사항에 대해서도 모형을 통하여 쉽게 파악할 수 있었다. 본 연구에서 제시한 모형과 해석이 향후 기술표준원의 관리도 부분규격 미비점 보완에 많은 도움이 될 것으로 생각한다. One of key activities in quality control is measurement and assessment of data and control chart techniques play the most important role regarding this activity. In this study, we first investigate changes in KS specifications of control chart made on December 31, 2001 and December 30, 2002 by the Korean Standards Association. We, then, propose a simulation model to help identify effects of changed specifications on quality and productivity with the Vensim PLE(Personal Learning Edition). This model helps understand how the Agency for Technology and Standards attempts to solve the problems related with existing control chart. It also helps suggest the directions to which the KS specifications should be changed by pointing out weakness in changed specifications and solutions for remedying such weakness. In addition, this model contributes to better understanding complicate changes in the KS specifications. It is expected that the model proposed will be useful for the Agency for Technology and Standards to improve weakness in specification of control chart in the future.