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
- 2024.8
- 수록면
- 1,145 - 1,159 (15page)
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초록· 키워드
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Service communication is ‘customer service communication’, which is a series of intangible actions and processes that occur in service activities with customers, focusing on the service provided to the customer. The purpose of service communication is customer satisfaction through the service provision process.
Service communication refers to communication targeting all economic entities, including households, businesses, and governments. In this study, the target of service communication was defined as communication of all economic entities, including household communication, corporate communication, and government communication. Therefore, the main areas of service communication cover all areas such as communication, business communication, brand communication, service management, service marketing, and service quality.
As a result of research on developing an Service Communication model, the SMsCMrR model was developed. The SMsCMrR model stands for Sender, Messages, Channel, Messager, and Receiver.
The SMsCMrR model encodes tacit knowledge, such as the transmitter"s thoughts, into nominal messages such as voice or documents, and shows how the message transmitted through the channel is received and recognized by the receiver, and is transmitted through the process of being stored as tacit knowledge. The SMsCMrR model can be evaluated as a communication model suitable for the current skill-up environment that can accommodate both horizontal and vertical communication that can accommodate all directions of communication. The purpose of this study is to develop the SMsCMrR model as a successful Service Communication model.
The future research direction is to conduct an empirical analysis of service communication using this model, develop an AI-based service communication model suitable for the era of the 4th Industrial Revolution, and conduct detailed in-depth research on human-AI communication.
Service communication refers to communication targeting all economic entities, including households, businesses, and governments. In this study, the target of service communication was defined as communication of all economic entities, including household communication, corporate communication, and government communication. Therefore, the main areas of service communication cover all areas such as communication, business communication, brand communication, service management, service marketing, and service quality.
As a result of research on developing an Service Communication model, the SMsCMrR model was developed. The SMsCMrR model stands for Sender, Messages, Channel, Messager, and Receiver.
The SMsCMrR model encodes tacit knowledge, such as the transmitter"s thoughts, into nominal messages such as voice or documents, and shows how the message transmitted through the channel is received and recognized by the receiver, and is transmitted through the process of being stored as tacit knowledge. The SMsCMrR model can be evaluated as a communication model suitable for the current skill-up environment that can accommodate both horizontal and vertical communication that can accommodate all directions of communication. The purpose of this study is to develop the SMsCMrR model as a successful Service Communication model.
The future research direction is to conduct an empirical analysis of service communication using this model, develop an AI-based service communication model suitable for the era of the 4th Industrial Revolution, and conduct detailed in-depth research on human-AI communication.
목차
ABSTARCT
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 서비스 커뮤니케이션 개념 정립
Ⅳ. 서비스 커뮤니케이션 모형 개발
Ⅴ. 결론
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