서비스품질을 고려한 경영혁신 지원 솔루션의 개발 = Developing a Management Improvement Supporting Solution in Consideration of Service Quality

다국어 초록 (Multilingual Abstract)

  Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization"s business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (ⅰ) developing service quality indices, (ⅱ) measuring and evaluating service quality, (ⅲ) analyzing the level of service quality, (ⅳ) constructing the quality improvement road map, (ⅴ) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization"s perspective. An illustration is also given.

목차 (Table of Contents)

• 1. 서론
  2. 서비스 품질혁신 방법론 개발
  3. 사례연구
  4. 결론 및 토의
  참고문헌
  

참고문헌 (Reference)

1 윤정헌, "호텔기업 종사원의 셀프리더십과 팀웍 및 서비스품질의 구조적 관계" 한국인적자원관리학회 14 (14): 147-164, 2007

2 이상훈, "서비스기업의 성과 측정을 위한 BSC의 효과성에 관한 실증적 연구" 한국서비스경영학회 8 (8): 33-55, 2007

3 이유재, "서비스 품질의 측정과 기대효과에 대한 재고찰：KS-SQI 모형의 개발과 적용" 16 (16): 1-26, 2001

4 이선표, "균형성과표와 서비스 품질에 대한 연구" 한국세무학회 7 (7): 213-233, 2006

5 정승환, "국내외 호텔기업의 정보기술활용 수준과 서비스품질 및 경영성과간의 관계비교: 제주-동경지역 특급호텔 직원들의 정보화 수준 인식정도를 중심으로" 한국관광학회 31 (31): 223-241, 2007

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