Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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A Study of an Instrument Development to Measure of the Service Process

서비스 프로세스의 측정을 위한 도구 개발에 관한 연구

  • 임명성 (삼육대학교 경영정보학과) ;
  • 최성욱 (삼육대학교 경영정보학과)
  • Received : 2010.01.18
  • Accepted : 2010.03.05
  • Published : 2010.03.31
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Abstract

Though service is recognized as not only a new driver for economy growth but also a source for sustainable value creation, it has been misunderstood in the literatures because of traditional characteristics of service such as inseparability, heterogeneity, intangibility, and perishability. This perspective can be a cause of barrier to approach a service. The purpose of this study is to develop and validate an instrument to measure of the service process. A series of statistical procedures were used to analyze the data, which proved that the instrument is valid and reliable. This study makes a contribution to both academic research and management practice. Theoretically, this study provides a measurement of service process in organizations for identifying service process. In practice, the results of this study will help organizations evaluate their service process innovation.

Keywords

References

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