최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기한국식품영양과학회지 = Journal of the Korean Society of Food Science and Nutrition, v.35 no.8, 2006년, pp.1088 - 1096
조미나 (CJ 식품연구소) , 신서영 (연세대학교 생활환경대학원 호텔.외식.급식경영)
The purpose of this study was to identify the service encounter blueprint by types of restaurants in order to manage moment of truth when customers who visit a restaurant encounter services. The service encounter blueprint gives an overall picture of the service provision to visualize an entire serv...
* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.
Jo MN. 2006. The effect of customers' cognitive?emotional responses to service encounter on service loyalty formation in restaurants. PhD Dissertation. Yonsei University
Solomon MR, Surprenant C, Czepiel JA, Gutman EG. 1985. A role theory perspective on dyadic interactions-the service encounter. J Marketing 49: 99-111
Shostack GL. 1985. Planning the service encounter. In The Service Encounter. John AC, Michael RS, Carol FS, eds. Lexington Books, New York. p 243-254
Eiglier P, Langeard ES. 1999. Servuction. In Le marketing des services. Ediscience International, Paris
Maleri R. 1997. Grundlagen der Dienstleistungsproduktion. 4th ed. vollstandig uberarbeitete und erweiterte Auflage. Springer, Berlin
Hoffman KD, Bateson JEG. 1997. Essentials of services marketing. The Dryden Press, Fort Worth
Zeithaml VA, Bitner MJ. 2000. Services marketing. Irwin McGraw-Hill, New York
Shostack GL. 1982. How to design a service. Eur J Mark 16: 49-63
Shostack GL. 1984. Designing services that deliver. Harvard Business Review Jan-Feb: 133-139
Shostack GL. 1984. Service design in the operating environment. In Developing new services. George WR, Marshall CE, eds. AMA, Chicago. p 27-43
Shostack GL. 1985. Planning the service encounter. In The Service encounter. John AC, Michael RS, Carol FS, eds. Lexington Books, New York. p 243-254
Shostack GL. 1987. Service positioning through structural change. J Marketing 51: 34-43
Kingman-Brundage J, George WR, Bowen DE. 1995. 'Service logic'-achieving system integration. Int J Serv Ind Manage 6: 20-39
Kingman-Brundage J, George WR. 1996. Using service logic to achieve optimal team functioning. International Service Quality Association, New York. p 13-24
Kingman-Brundage J. 1995. Service mapping-back to basics. In Understanding services managements. Glynn WJ, Barnes JG, eds. John Wiley & Sons, Chichester. p 119-142
Kingman-Brundage J. 1989. The ABC's of service system blueprinting. In Designing a winning service strategy. Bitner LA, Cosby LA, eds. AMA, Chicago. p 30-33
Fliess S, Kleinaltenkamp M. 2004. Blueprinting the service company-managing service processes efficiently. J Bus Res 57: 392-404
Jeon IS. 1999. Services Marketing. Suk-Jung, Seoul. p 350-360
Lee MS. 1999. Services Marketing. Hyung-Seul Publication, Seoul. p 305-307
Kim YS. 2003. A use of service blueprint to improve a service process. J Serv Manage 4: 3-16
Stauss B. 1997. Process-oriented measurement of service quality-applying the sequential incident technique. Eur J Market 31: 33-55
Michel S. 2001. Analyzing service failures and recoveries-a process approach. Int J Serv Ind Manag 12: 20-33
Lee YJ. 2004. Services Marketing. 3rd ed. Hak-Hyun, Seoul
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
출판사/학술단체 등이 한시적으로 특별한 프로모션 또는 일정기간 경과 후 접근을 허용하여, 출판사/학술단체 등의 사이트에서 이용 가능한 논문
※ AI-Helper는 부적절한 답변을 할 수 있습니다.