서비스 기업의 운영전략과 성과측정에 관한 연구

다국어 초록 (Multilingual Abstract)

The purpose of this research is to find the types of operations strategy existing in Korean service business, and then tries to examine each types of operations strategy differs in terms of the degree of perceived environmental uncertainty and the defree of importance in performance indicators. Empirical findings of this research are as follows. First, the operations strategy types of the Korean service businesses in the sample were grouped into three; service tangibility strategy group, service reliablity strategy group and service product fiexibility strategy group. Second, to find out the differences in the degree of perceived environmental uncertainty, there were the differences in the environmental uncertainty, there were the differences in the environmental dynamism, but not in the environmental complexity among the groups. Third, to find out the differences in the degree of importance competitive factors of performance indicators, there were the differences in the flexibility and innovation indicator factor and service delivery process indicator factor, but not in the service provider indicator factor and cost related indicator factor among the groups. Forth, in order to find out the differences in the financial and competitive performances, there were the differences in those performances among the groups.