국내 항공사의 서비스 접점에 대한 연구 = A Study For Service Encounter Of Domestic Airline

다국어 초록 (Multilingual Abstract)

Service industries continue to grow in importance to the economy while at the same time service quality is generally perceived to be declining.
For the customer, the observable symptom is decreasing quality in what has been termed the "service encounter", or the moment of interaction between the customer and the firm.
Many times that interaction is the service from the customer's point of view, yet front-line employees are not trained to understand customers and do not have the freedom and direction needed to relate to customers in ways that ensure effective service.
Shostack(1985) defines the service encounter somewhat more broadly as "a period of time during which a customer directly interacts with a service." Her definition encompasses all aspecta of the service firm with which the customer may interact, including its personnel, its physical facilities, and other visible elements.
For service firm managers seeking to improve customer satisfaction in service encounters, this study addressed unresolved issues in customer satisfaction at service encounter.
This study has provided a variety of theoretical and practical suggestions. Especially, it was suggested that service firms should develope programs and strategies for including customers to be actively involved in service delivery process.

목차 (Table of Contents)

• Ⅰ. 서론
• 1. 연구의 목적
• 2. 연구의 방법 및 범위
• Ⅱ. 이론적 고찰
• 1. 서비스 마케팅
• 2. 서비스 점검
• Ⅲ. 항공서비스산업의 현황
• 1. 세계 항고서비스 산업의 현황
• 2. 우리 나라 항고 서비스산업의 현황
• 3. 항고 서비스기업 사례
• Ⅳ. 실증적 연구
• 1. 연구 모형
• 2. 연구 가설
• 3. 조사 방법
• Ⅴ. 결론
• 참고문헌