서비스 품질 혁신을 위한 직장예절 교육에 대한 연구 = A Study on Business Manners Education for Improvement of Service Quality

다국어 초록 (Multilingual Abstract)

The dominant economic model of today is the service economy, and it is important for most companies, especially service firms, to manage the business for customer satisfaction.
The purpose of this study is to research and analyze the needs of the business for service education and to propose new method of business manners education in junior college.
To achieve this goal, literature survey and telephone interviews have been used. Through the literature survey, the meanings of service, the service quality, and the curriculum of the service academy have been examined. The telephone interviews with 20 persons, who are CEOs, teachers, doctors, and worker of insurance companies were conducted for this study to get the importance on contents of business manners education.
The results are summarized as follows:
1) define a goal of business manners education. Business manners education improves customer satisfaction; attitude, manners, and etiquette of businessperson.
2) suggest a new curriculum of business manners education.
3) develop a model of the laboratory for service education.
4) demand train for customer satisfaction service mind.
5) provide case study of the successful service firms.
6) propose the method of team-teaching.

목차 (Table of Contents)

• Ⅰ. 문제 제기 및 연구 목적
• Ⅱ. 서비스 개념 고찰
• Ⅲ. 직장예절 교육 현황
• Ⅳ. 서비스 품질 개선을 위한 직장예절 교육 개선 방안
• Ⅴ. 결론
• 참고문헌
• Abstract