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황혜미(Hwang, Hyemi),이돈희(Lee, DonHee) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.4
The purpose of this case study is to develop a new service encounter manual for A-Dutyfree Shop. The process is based on the following steps: review the existing service encounter manual which was developed in 2013, evaluate the moment-of-truth monitoring system, survey customer satisfaction trends, and analyze the voice of customers. The project lasted for about four months (March 26-July 27, 2020) by a task force with 17 members (3 external consultants, 2 A-dutyfree shop trainers, and 12 A-dutyfree shop managers or sales managers). The project deployed five activity steps: (1) analysis of the current situation, (2) new concepts development, (3) prototyping, (4) testing and operations, and (5) documentation and follow-through management. During the project process, two work-shops were held with a subject matter expert to refine the draft manual, while reflecting the opinions of service employees as much as possible. The standard behaviors and guidelines for each step of the service encounter process were refined, best practices of service encounters for each sales area with its unique characteristics were shared, the manual was documented, and possible solutions were provided for continuous improvement of follow-on management. The results of this study provide valuable information for successful service encounters that can be effectively adopted by managers and employees in many similar service organizations.
서비스 접점직원의 역량이 노동생산성 및 서비스품질에 미치는 영향
서창적(Changjuck Suh),황혜미(Hyemi Hwang) 한국생산관리학회 2008 한국생산관리학회지 Vol.19 No.4
본 연구의 목적은 서비스기업 접점직원 역량의 구성요인을 제시하고 그 역량이 노동생산성과 서비스품질에 미치는 영향을 규명하는 것이다. 접점직원의 역량은 자기조절, 문제해결, 팀웍지향 역량으로 구성되고 역량, 노동생산성, 그리고 서비스품질과의 관계를 6개의 가설을 세워 검증하였다. 본 연구는 접점직원과 고객과의 양자관계(dyadic relationship)에 초점을 두었다. 고접촉 서비스기업 6개 업종(보험, 증권, 방문서비스, 병원, 호텔, 컨설팅)의 고객접점 관리자와 해당 기업 고객을 통해 설문조사를 실시하였고 150쌍의 응답을 통계분석에 활용하였다. 연구결과에 의하면 문제해결 역량은 노동생산성과 서비스품질에 유의한 영향을 미치는 것으로 나타났고, 팀웍지향 역량은 노동생산성에 유의한 영향을 미치는 것으로 나타났다. 자기조절 역량은 노동생산성과 서비스품질에 부의 영향을 미치는 것으로 나타났다. The purpose of this study is to examine the components of MOT(moment of truth) employee's competencies which determine labor productivity and service quality in the service industry. We suggest a research model that includes labor productivity, service quality, and three factors of MOT employee's competencies: self-control, problem-solving, and teamwork. Six hypotheses are proposed and tested empirically. This study focuses on the dyadic relationship between MOT service providers and their customers. Interviews were conducted with MOT service managers and their customers from six high customer contact service industries comprising insurance, securities businesses, door-to-door sales, hotels, hospitals, and consulting businesses. These interviews provided 150 paired responses available for data analysis. The results show that self-control competencies have a negative effect on both labor productivity and service quality. Problem-solving competencies, on the other hand, had a positive effect on labor productivity and service quality, while teamwork competencies had an effect on only labor productivity.