지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술대회자료
- 저자정보
- 발행연도
- 2012.11
- 수록면
- 139 - 162 (24page)
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초록· 키워드
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Service is not like product, because service can be different by MOT employees on service industry.
Therefore, it is hard to make standardize. Service providing companies are having hard competition, so they are trying to make different levels of services and trying to make service manual to provide certain level of service.
Companies are decreasing gap of service level by service manual, even most companies are having those manual in reality, but service are transfer to next step, service manual are not helpful.
In this study, we choose five different factors(CEO,s leadership, VOC system management, Education & Training, Monitoring & Compensation, Delegation of authority) to know levels of service manual and level of process. We used those factors to understand the effect to service.
Also, this study find that service manual helps to make positive effects on service quality and employee’s satisfaction.
When we see the our research"s results, five factors are making improvement to service manual process and service manual levels, also service manual performance level affects positive about service quality and employee"s satisfaction.
We are strongly recommended those service companies are not just using service manual to improve the service level, but also they should use five factors to help service mamual performance levels in reality.
Therefore, it is hard to make standardize. Service providing companies are having hard competition, so they are trying to make different levels of services and trying to make service manual to provide certain level of service.
Companies are decreasing gap of service level by service manual, even most companies are having those manual in reality, but service are transfer to next step, service manual are not helpful.
In this study, we choose five different factors(CEO,s leadership, VOC system management, Education & Training, Monitoring & Compensation, Delegation of authority) to know levels of service manual and level of process. We used those factors to understand the effect to service.
Also, this study find that service manual helps to make positive effects on service quality and employee’s satisfaction.
When we see the our research"s results, five factors are making improvement to service manual process and service manual levels, also service manual performance level affects positive about service quality and employee"s satisfaction.
We are strongly recommended those service companies are not just using service manual to improve the service level, but also they should use five factors to help service mamual performance levels in reality.
목차
Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형 및 가설설정
Ⅳ. 실증분석
Ⅴ. 결론
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