논문 상세보기
서비스 만족지수를 고려한 서비스 설계 KCI 등재
On the Service Design Using Service Satisfaction Index
한국산업경영시스템학회지
(Journal of Society of Korea Industrial and Systems Engineering)
Vol. 31 No. 3 (2008.09)
pp.52-60
pp.52-60
한국산업경영시스템학회
(Society of Korea Industrial and Systems Engineering)
초록
This paper proposed a service satisfaction index in the service design. We utilize the service blueprint as the basic tool for the service process analysis, construct a service flow fishbone diagram which consists of the encounters representing the inte
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