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NTIS 바로가기品質經營學會誌 = Journal of Korean society for quality management, v.44 no.1, 2016년, pp.121 - 138
배인정 (숭실대학교 대학원 경영학과) , 박소은 (숭실대학교 대학원 경영학과) , 최정일 (숭실대학교 경영학부)
Purpose: Financial institute employees have various education programs for enhancing customer satisfaction. The purpose of this study is to explore critical factors that affect the service commitment in the financial institution and to propose the implication for employee's service involvement. Meth...
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핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
서비스스케이프는 무엇인가? | 서비스스케이프(servicescape)는 Bitner(1992)에 의해 도입되어 서비스를 창출하는 기업과 고객 간에 상호작용이 발생하고 인위적으로 건설되는 물리적 환경 중에 시설과 관련된 환경을 말한다. 이러한 물리적 환경은 첫째, 순수한 서비스 시설 자체인 공조환경, 둘째, 가구, 기계가 배열된 물리적 구조, 셋째, 신호 또는 장식스타일을 포함한 상징적 조형물의 3차원 요인으로 구성되며 이를 바탕으로 서비스스케이프의 개념을 정리할 수 있다. | |
고객만족교육을 통해서 기대할 수 있는 효과는 무엇인가? | Lucas(2009)에 의하면 고객만족교육이란 효과적으로 고객 서비스를 제공하기 위해 직원의 의식과 태도를 변화시키기 위하여 테크닉을 통하여 제공되는 정보 또는 강의라고 정의하였다. 이런 교육을 통해 직원의 지식과 기능이 발달하고 이를 활용하여 고객서비스 제공한다. | |
서비스스케이프의 물리적 환경은 어떻게 구성되어 있는가? | 서비스스케이프(servicescape)는 Bitner(1992)에 의해 도입되어 서비스를 창출하는 기업과 고객 간에 상호작용이 발생하고 인위적으로 건설되는 물리적 환경 중에 시설과 관련된 환경을 말한다. 이러한 물리적 환경은 첫째, 순수한 서비스 시설 자체인 공조환경, 둘째, 가구, 기계가 배열된 물리적 구조, 셋째, 신호 또는 장식스타일을 포함한 상징적 조형물의 3차원 요인으로 구성되며 이를 바탕으로 서비스스케이프의 개념을 정리할 수 있다. |
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