체계이론을 활용한 지역의 서비스 친절도 평가 연구

Abstract

This study aims at investigating the level of kindness for local serviceindustries using system theory to apply the local culture as a main factor of regionaldevelopment. For the analysis, this study divides the service level into three stages, such asa stage of before service(input), a stage of during service(stay or stayput), and a stage ofafter service(output) for service providers and recipients respectively called ISO methodwhich is originally from the system theory. As a result, the recipients feel that the servicelevel they are offered is not enough and getting lower as time went by. Although theproviders also agree with the recipients, overall service level they thought by themselves ishigher than the recipients' estimation. The different recognition between providers andrecipients gives us a good understanding that the quality of current service offer is inproblem. Therefore, for better service offer, it needs to be concentrated on stepwise processin terms of ISO when training on hospitality to service providers.