Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Scale for Measuring Standardization of Service Encounter Process

서비스접점 프로세스의 표준화 평가지표 개발에 관한 연구

  • 서창적 (서강대학교 경영학부) ;
  • 이세영 (서강대학교 경영전문대학원)
  • Published : 2008.12.31
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Abstract

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

Keywords

References

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