대한안전경영과학회 학술대회 2016년 대한안전경영과학회 추계학술대회

In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service quality accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

4,900원

17.

2016.11 구독 인증기관 무료, 개인회원 유료

응식부식균열

성하동, 강경식

대한안전경영과학회 학술대회 2016년 대한안전경영과학회 추계학술대회 pp.1-4 대한안전경영과학회

3,000원

18.

2016.11 구독 인증기관 무료, 개인회원 유료

실내수영장과 워터파크의 새로운 유리염소기준

성하동, 강경식

대한안전경영과학회 학술대회 2016년 대한안전경영과학회 추계학술대회 pp.1-4 대한안전경영과학회