The flow of the 4th Industrial Revolution calls for fundamental changes in the way of business pursued by manufacturing companies. In the service industry, various business models have been developed to include tangible products in services in order to secure differential competitive advantage in the market. Discussion of servitization and productization in academic research reflect the trends of these industries, and related researches are widely carried out in business administration, engineering, and design fields. In the meantime, customer value created by manufacturing companies and service companies has been proposed mainly about function, quality and utility of products or services. However, E3 Value (economic, ecological, experience), which is discussed from the viewpoint of product-service system (PSS), is newly recognized as an important factor in creating customer value. The purpose of this study is to develop a measurement model for the effects of product value, service value, and newly illuminated E3 Value on various business performance of a company. This study suggests a research model to extend the discussions on E3 Value, which was limited to concept studies and case studies, to empirical studies.

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano’s method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.1)

Since a social networking service (SNS) isconsidered as an effective means to communicate and interact with customers, companies are trying to utilize SNS effectively. There is a lack of theory relating to the attributes of SNS. This study aims to investigate the attributes of SNS to classify SNS. Based on the social network theory, and previous studies on internet, blog, homepage, communication attributes, this study proposes the seven attributes to classify SNS: interaction, communication, entertainment, information, sharing, intimacy and connection. A pre-test, a pilot test and a main test are conducted. In the main test, 239 SNS users are participated. Through a factor analysis this study verifies the seven attributes of SNS. An analysis of variance with multiple comparisons of Scheffé method identifies that three attributes, interaction, communication and connection, are found to play significant roles to differentiate SNS. Looking at the overall mean values of the SNS by attribute, interaction, sharing, entertainment, intimacy and communication were relatively high in Facebook. Facebook showed higher values in attributes of interaction, sharing, entertainment, intimacy and communication. Twitter shows the relatively high scores for information and connection. Regarding interaction, Facebook shows higher scores than Twitter and Cyworld. For connection, Cyworld showed a significantly lower score than Twitter and Facebook. Cyworld was separated from the others in the light of communication. Cyworld is relatively weak in communication as it is limited to the message exchanges. The results will help in identifying major attributes for each SNS and classifying SNS.

본 연구는 OECD 국가와 우리나라 간호인력의 현황 및 변화추이를 비교분석하여 간호인력의 수급 방향 을 제시코자 한다. 2000년부터 2015년까지의 자료를 분석한 결과, OECD 국가들은 크게 두 가지 방식 을 취하고 있었다. 첫째, 면허인력(11.6%) 보다는 활동 간호인력(19.2%) 증가에 초점을 맞추고 있었고, 활동 간호인력을 증가시키기 위한 방법으로 면허인력을 증가시키기 보다는 병상 수를 꾸준히 감소 (-15.8%)시켰다. 그 결과 간호인력의 높은 노동강도와 이직의 주요 요인으로 작용하는 ‘100병상 당 간호 인력 수’가 증가(33.7%)하였고, 이는 활동 간호사의 증가로 이어졌다. 둘째, OECD 국가들은 양질의 간 호서비스 제공을 위해 활동 간호인력 중 ‘간호사 대비 간호보조 인력의 비율’을 20% 수준으로 유지해왔 다. 반면, 우리나라는 면허 간호인력(62.2%)과 병상 수(148.0%)를 지속적으로 늘려 왔다. 그 결과 ‘100병 상 당 간호인력’이 OECD 국가 중 가장 적고, ‘인구 1000명 당 활동 간호사수’는 OECD 평균(6.93명)의 50% 이하 수준(3.1명)에 머무르고 있다. 그리하여 ‘간호사 대비 간호조무사 비율’은 OECD 평균의 2배 이상인 상황이다. 따라서 향후 간호인력 수급 정책의 방향은 양적 확대―간호대학의 입학정원 증원을 통한―보다는 간호인력 보유와 적정 간호인력 구성에 초점을 맞추어야 할 것으로 사료된다.

본 연구는 노인주간보호시설(day care center)의 서비스 품질이 이용자의 재이용 의사에 미치는 영향 과, 이용자 만족도의 매개효과를 규명하고자 한다. 이를 위해 서울권 노인주간보호시설 이용자 200명을 대상으로 설문조사하였고, 그 중 유의미한 설문지 183부를 회수하여 분석하였다. 노인주간보호시설 서 비스 품질을 독립변수로, 이용자 만족도를 매개변수로, 이용자의 재이용 의사를 종속변수로 설정하여 빈도분석, 상관분석, 매개영향분석 및 다중회귀분석을 실시하였다. 연구결과 서비스 수준은 재이용에 영 향을 미치지 않았고, 과정품질이 재이용에 가장 높은 영향을 미치는 것으로 나타났다. 또한, 과정품질 다음으로 결과품질이 재이용에 큰 영향을 미치는 것으로 나타났다. 이 같은 연구결과에 비춰봤을 때 노 인주간보호시설의 서비스를 발전시키기 위해선 (1) 종사자들에 대한 교육･훈련 및 처우개선, (2) 관련 법 제의 정비와 개선이 필요할 것으로 보인다.

인도의 다국적 기업은 지난 10년간 상당한 성장세를 보여 왔다. 2016년에 인도의 8개 다국적 기업이 포춘지선정 500개 기업에 진입했고, 글로벌 브랜드 선정에서 5개의 인도의 기업 브랜드가 선정되었다. 보스턴 컨설팅산하의 BCG에서 선정한 BCG 100에 19개의 인도 기업이 이름을 올렸다. 물론이 수치가 중국과 비교하였을때는 적은 수치지만 중국과 다르게 인도는 진출지역이 북미나 유럽에 집중되어 있다는 점에서 다른 양상을 보이고 있다. 본 연구에서는 인도 신흥국 다국적 기업 중에서 글로벌 네트워크가 구축되어 있는 IT서비스 분야가 Mathews 의 LLL이론을 적용하기에 상당히 적합하다고 판단되어 성과 도출이 가능한 인도 IT서비스 기업인 TCS와 Wipro 에 대해 분석을 실시하였다. 분석 결과 기존 연구에서 다소 부족했던 연계(Linkage)와 영향력(Leverage)에 대해 인도 IT서비스의 급속한 글로벌화를 통하여 구체적인 사례를 통해 검증할 수 있었다. LLL이론 검증의 구체적인 실증물로 TCS는 Global Delivery Model과 Wipro는 기술 인프라 서비스 아카데미와 글로벌 캠퍼스 프로그램을 통해서 LLL이론의 각 요인들이 상호작용하면서, 구체적인 성과를 달성하고 있음을 확인할 수 있었다.

Food environment has been going through significant changes with the introduction of Information and Communication Technology (ICT). This study was conducted to investigate the current development status of ICT related to food delivery service by analyzing the relevant registered patents according to consumer buying process. Patents registered between 2002 and 2016 were searched with ‘food’ and ‘delivery’ as main keywords through Korea Intellectual Property Rights Information Service (www.kipris.or.kr). The search resulted in 624 patents among which 219 patents were related to food delivery service; 108 patents based on ICT were selected and analyzed. The patents were examined by applicant and year. The patents were classified into the six steps of consumer buying process: ‘need recognition’, ‘information search’, ‘evaluation’, ‘choice’, ‘purchase’, and ‘postpurchase evaluation’. Patents belonging to more than one step were coded to all the corresponding steps. The patents were registered mainly by domestic companies (50.9%) and individuals (35.2%), having shown dramatic increase of registration since 2012. Over 2/3 (67.6%) of the patents were related to the ‘purchase’ step. About 32% were associated with the 'information search' step. Approximately 18% of the patents were relevant to the 'evaluation' and 'choice’ steps, respectively. The numbers of patents related to the 'postpurchase evaluation (13.9%)’ and 'need recognition (12.0%)' steps were relatively low. The current ICTs related to food delivery service in Korea were largely associated with service providers' profit generation rather than consumers' benefit. There is still much room for technology development that could contribute to increasing consumers' benefit.

사물인터넷서비스는 서비스의 최종적인 제공을 위해 기기에서부터 정 보의 송수신의 기본이 되는 통신망, 서비스플랫폼까지 다양한 서비스단 계의 결합으로 구성되며 각 단계에서는 보안취약이나 관리부실 등 개별 적인 개인정보침해의 위협을 수반한다. 사물인터넷 서비스에서 개인정보 침해로 손해가 발생한 경우 기존의 정보통신서비스제공자인 사물인터넷 서비스 제공 사업자에게 사물인터넷이용계약 불이행에 따른 손해배상 및 불법행위책임으로서 손해배상책임을 부과하는 외에 개별 서비스제공단계 에서의 침해책임에 대해서는 계약을 기초로 하지 않는 경우가 일반적이 고 이에 따라 일반불법행위 책임이나 경우에 따라서는 제조물책임과 같 은 특수책임을 고려할 수 있다. 현재는 실제 서비스이용계약의 상대방인 기존의 정보통신망서비스 제공자가 서비스사업을 영위하는 경우가 대부 분이고 서비스제공에 있어서 이동통신망 서비스 제공에 따른 정보보호의 무(기존의 개인정보침해 상황과 동일) 범위 내에서만 책임을 부담하고 그 외의 부분에 대해서는 면책된다는 면책조항만을 이용자에게 제시하고 있다. 이에 사물인터넷이 하나의 서비스 제공을 위해 다수의 사업자가 결합되어 있다는 특이점에 집중해 개인정보 침해에 따른 손해 발생 시 이용자가 그 원인에 따라 용이하게 책임 주체인 사업자를 특정하고 손해 배상을 청구할 수 있을지에 대해 살펴보았다. 직접 사업자로서 계약상대 방이 되고 있는 통신망사업자에게는 기존의 정보통신관련법 및 민법상 계약책임·불법행위책임, 또는 관계 사업자들에 대해서는 일반 불법행위 책임으로서의 손해배상청구가 가능하다는 이론적 접근은 가능하지만 실 제로 이용자가 발생한 손해에 대해 효율적 구제를 받을 수 있을지 그 범 위는 어디까지인지 구체적으로 법정하기 어려운 면을 검토하였다. 사물 인터넷 서비스 제공자 지위를 인정하고 포괄적인 책임범위를 마련해야할 필요성, 관계사업자를 수범자로서 확대하는 것을 고려할 필요성에 대해 서도 검토하였다. 하지만 산업발전 초기에 이용자 보호측면에서의 책임 부담 강화가 역으로 서비스제공에 미치는 영향을 고려하지 않을 수 없고 관련해 산업정책적 측면에서는 서비스제공 상 책임부담 완화가 꾸준히 논의되어 온 만큼 정보보호와 산업발전을 함께 도모할 수 있도록 할 필 요성 및 그 예로 책임보험제도를 추가적인 검토사항으로 간략히 언급하 였다.

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers’ requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

Logistics companies want to be competitive companies in fierce logistics market and are worrying about securing of differentiated competitiveness for it. The standards judging if logistics industry maintains the competitiveness are based on the satisfaction of users due to the well-established service system that can response not only economic feasibility of logistics costs such as transportation costs, storage costs, unloading charges, information costs, etc. but also diversity and upgradability of logistics needs. Therefore, this study focuses on seeking of service quality improvements with VBSD(Value Based Service Design) model focusing on customer value factors based on Kano model and QFD based service design approach from angles of customer value improvement and service costs reduction.

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer’s first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

현재 시행중인 노인장기요양보험제도 중 주야간보호서비스에 대한 적합한 개선방안의 정책을 제안하는데 목적이 있으며, 현행 노인장기요양보험제도 중 주야간보호서비스에 대한 문제점 및 개선방안의 정책제안은 다음과 같다. 주야간보호서비스 문제점으로는 첫째, 대상자 선정에 있어 등급자별 차등 수가 문제, 둘째, 프로그램 서비스 질 문제, 셋째, 주야간보호 서비스 전달체계 문제 그리고 넷째, 재정의 안정적 확보 문제를 이야기 할 수 있다. 이에 대한 대안으로 첫째, 인건비와 운영비를 분리 지급, 둘째, 수가 정액제, 셋째 미이용일수 수가 적용 확대, 넷째 월 한도액 현실화, 다섯째, 불필요한 행정업무 축소, 여섯째 단독 센터 추가 인센티브 도입을 제안하였다.