체계이론을 활용한 지역의 서비스 친절도 평가 연구A Study on Evaluating Kindness of Service Industries in a Local City using System Theory
- Other Titles
- A Study on Evaluating Kindness of Service Industries in a Local City using System Theory
- Authors
- 양광식; 서원석
- Issue Date
- 2014
- Publisher
- 한국지역개발학회
- Keywords
- 체계이론; 친절; 서비스; ISO평가; 지역발전; System Theory; Kindness; Service; ISO Evaluation; Regional Development
- Citation
- 한국지역개발학회지, v.26, no.1, pp.45 - 60
- Journal Title
- 한국지역개발학회지
- Volume
- 26
- Number
- 1
- Start Page
- 45
- End Page
- 60
- URI
- https://scholarworks.bwise.kr/sch/handle/2021.sw.sch/12938
- ISSN
- 1225-9055
- 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.
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Collections - College of Humanities and Social Sciences > Department of Public Administration > 1. Journal Articles
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