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NTIS 바로가기한국식품영양학회지 = The Korean journal of food and nutrition, v.27 no.4, 2014년, pp.630 - 640
최정운 (경희대학교 대학원 조리외식경영학과) , 김태희 (경희대학교 외식경영학과)
The purpose of this study was to use the Kano model to compare and analyze the educational service quality attributes of domestic and foreign culinary arts schools. For this purpose, a questionnaire-based survey was completed by 312 students who were studying in domestic and foreign culinary schools...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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매력적 품질이란 무엇인가? | 즉, 품질은 만족과 불만족의 일차원적 요소로 구성되는 것이 아니라, 고객의 만족도와 충족에 대한 지각의 정도에 따라 서비스 품질을 ‘매력적 품질(attractive quality)’, ‘당연적 품질(must-be quality)’, ‘일원적 품질(one-dimensional quality)’ 3가지 주요품질과 ‘무관심 품질(indifferent quality)’, ‘역품질(reverse quality)’인 2가지 잠재적 품질로 분류할 수 있는 것이다(Kano 등 1984). ‘매력적 품질’ 속성은 충족되면 만족하게 되고, 충족되지 않더라도 불만이 생기기보다는 하는 수 없다고 받아들이게 되는 품질을 말하며, ‘당연적 품질’ 속성은 충족되는 것을 당연 하게 받아들여 충족되지 않을 경우 크게 불만족을 느끼지만, 충족된다고 하더라도 만족에는 크게 영향을 주지 못하는 품질을 말한다. ‘일원적 품질’의 경우는 충족되면 만족하고, 충족되지 못하면 불만족을 야기한 것이며, ‘무관심 품질’은 품질 자체에 관심이 없어 충족 또는 불충족 모두 경우 만족에 크게 영향을 주지 못하는 품질을 말한다. | |
품질은 어떻게 분류 할 수 있는가? | Kano(1984)는 서비스 품질에 대해 고객의 요구사항이 충족되면 만족하고, 충족되지 못하면 불만족하다는 기존의 일차원적 품질 인식의 한계를 극복하기 위하여 물리적 충족을 횡축으로 두고, 사용자의 만족감을 종축으로 두어 주관적 차원을 동시에 고려한 이차원적 품질모형을 제시하였다. 즉, 품질은 만족과 불만족의 일차원적 요소로 구성되는 것이 아니라, 고객의 만족도와 충족에 대한 지각의 정도에 따라 서비스 품질을 ‘매력적 품질(attractive quality)’, ‘당연적 품질(must-be quality)’, ‘일원적 품질(one-dimensional quality)’ 3가지 주요품질과 ‘무관심 품질(indifferent quality)’, ‘역품질(reverse quality)’인 2가지 잠재적 품질로 분류할 수 있는 것이다(Kano 등 1984). ‘매력적 품질’ 속성은 충족되면 만족하게 되고, 충족되지 않더라도 불만이 생기기보다는 하는 수 없다고 받아들이게 되는 품질을 말하며, ‘당연적 품질’ 속성은 충족되는 것을 당연 하게 받아들여 충족되지 않을 경우 크게 불만족을 느끼지만, 충족된다고 하더라도 만족에는 크게 영향을 주지 못하는 품질을 말한다. | |
외식산업 시장확대에 따라 조리전문 인력수급을 위해 관련 학과들이 생겨났지만 그 이후 어떤 현상을 보이고 있는가? | 1985년 이후, 국내 외식산업은 다양한 국내외 스포츠 이벤트와 기업형 외식업체, 프랜차이즈 사업의 확대 등으로 고도 성장을 이루고, 최근 들어 다양한 콘셉트로 외식산업 시장을 확대해 오면서(Chong 2011), 이에 따른 조리전문 인력 수급을 위해 전국적으로 100여 개가 넘는 학교에서 조리 관련 학과들이 생겨났다(Kim 2002; Byun 등 2012; Cha 2012; Kim & Kim 2013). 그러나 이러한 국내 조리교육기관의 양적 증가에도 불구하고, 기관들 간에 교과과정 내용의 중복이 많고, 교육서비스 수준은 질적 한계를 보이고 있으며(Kim 2002; Jang 2005; Cha 2012; Lee 2013; Kim & Kim 2013), 이러한 현상은 결국 국내 학생들의 조리교육 유학에 대한 관심 증가로 나타나고 있다. 이에 반해 The Culinary Institute of America, Johnson & Wales University, Le Cordon Bleu 등과 같은 해외 유명 조리교육기관들은 최소 2개국 이상의 나라에서 4개 이상의 캠퍼스를 가지고, 100여년 가까운 역사 속에서 꾸준한 질적 성장을 이룩하였으며, 전 세계에서 모인 학생들과 졸업생들에게 만족도 높은 교육서비스를 제공하고 있다. |
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