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품질경영학회 50주년 특별호: 서비스품질 분야 연구 리뷰
Literature Review on the Service Quality in KSQM for 50 Years 원문보기

品質經營學會誌 = Journal of Korean society for quality management, v.44 no.2, 2016년, pp.265 - 276  

김연성 (인하대학교 경영학과)

Abstract ▼ AI-Helper 아이콘AI-Helper

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as r...

주제어

#Service Quality   #SERVQUAL   #SERVPERF   #Kano Model   #Customer Satisfaction   #Loyalty  

AI 본문요약
AI-Helper 아이콘 AI-Helper

* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.

문제 정의

  • 본 연구는 한국품질경영학회 창립 50주년을 기념하여 그동안 발간된 학회지에서 서비스품질 분야에 해당되는 주요 논문을 추출하여 분석하고 향후 연구 트렌드를 제안하는데 그 목적이 있다. 키워드 분석과 내용 검토를 거쳐, 본 연구에서 분석대상으로 선정한 논문은 다음의 표에서 보듯이 모두 71편이다.
  • 본 연구에서는 71편의 논문을 전반적으로 리뷰하여 그동안의 연구가 주는 시사점을 정리하고자, 서비스디자인 방법론에서 적용되는 더블 다이아몬드 모델(The Double Diamond Design Process Model)을 적용하고자 한다. 영국의 디자인 카운슬(Design Council)에서 제안한 이 모델은 발견(Discover), 정의(Define), 개발(Develop), 전달(Deliver)의 4단계로 구성된다(Design Council 2015).
  • 본 연구에서는 한국품질경영학회 50주년을 기념하여 품질경영학회지에 게재된 71편의 주옥같은 연구논문을 적용산업별로 분석하고 리뷰하였으며, 주요 특성과 트렌드를 정리하여 제시하였다. 서비스품질 관련 연구 논문을 보다 치밀하게 분석하고 리뷰할 기초를 마련하였다는 점에서 의의가 있으나, 50년간 발표된 방대한 문헌을 정리하는 과정에서 일부 누락되는 논문이 있을 수 있다는 점과, 논문 저자의 의도와는 다른 측면으로 분류되어 소개될 수 있다는 점이 본 연구의 한계라고 하겠다.
  • , 1994). 이러한 전반적인 리뷰에 기초하여, 서비스 프로세스 매트릭스 분석에 의한 적용 대상 업종의 변화와 특성 파악 그리고 관련 연구 동향을 주로 분석하고자 한다.
본문요약 정보가 도움이 되었나요?

질의응답

핵심어 질문 논문에서 추출한 답변
더블 다이아몬드 모델을 구성하는 4단계는 무엇인가? 본 연구에서는 71편의 논문을 전반적으로 리뷰하여 그동안의 연구가 주는 시사점을 정리하고자, 서비스디자인 방법론에서 적용되는 더블 다이아몬드 모델(The Double Diamond Design Process Model)을 적용하고자 한다. 영국의 디자인 카운슬(Design Council)에서 제안한 이 모델은 발견(Discover), 정의(Define), 개발(Develop), 전달(Deliver)의 4단계로 구성된다(Design Council 2015). 이는 그동안의 서비스품질 연구는 서비스품질에 대한 이슈발견, 서비스품질의 정의, 서비스품질 측정과 분석 방법의 개발 그리고 개발된 모델을 다양한 산업에 적용하고 관련이슈와의 관계를 분석하여 의미 있는 시사점을 전달하는 단계로 구분하여 파악할 수 있다는 점에 착안한 것이다.
전문 서비스 유형에 해당하는 업종은 무엇인가? 마지막 유형은 전문 서비스(Professional Service)인데, 상호작용과 고객화의 정도와 노동집약도의 정도가 모두 높은 경우이다. 이에 해당되는 대표적인 서비스업은 전문 자격증을 가진 변호사, 의사, 회계사 등인데, 이에 대한연구는 그동안 많지 않았고, 경영컨설팅 서비스에 대한 분석이 있었을 정도이다(박병호 외, 2005). 최근에 점차 분화되고 규모가 증대되는 전문 서비스 영역에 비추어 이 분야에 대한 연구가 향후에는 보다 활기를 띨 것으로 기대된다.
품질경영학회지의 역할은 무엇인가? 한국품질경영학회는 1965년 9월 창립 이래 50년간 대한민국의 제조 및 서비스 산업에 품질 전도사와 같은 역할을 수행하였다. 한국품질경영학회의 대표 학회지인 품질경영학회지(Journal of the Korean Society for Quality Management)는 품질이란 일관된 주제를 연구하는 다양한 학자들의 연구 성과를 담아내고 전달하는 역할을 수행해왔다. 이러한 변화에 따라 본 학회지에도 이와 관련된 다양한 연구논문이 게재되었다.
질의응답 정보가 도움이 되었나요?

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