고객과 종업원 사이의 상호작용은 시장이 성공하느냐 실패하느냐에 중대한 영향을 미치는 요소이다. 특히, 서비스 질은 중추적인 역할을 한다. 종업원에게 평균 이상의 관심을 기울이는 회사는 대부분 가장 성공하는 회사가 된다. 성공한 회사들은 종업원들을 잘 훈련 시켜서 처음부터 적절한 서비스
3) The general estimation about service quality and satisfaction
- In general service quality, 'bad' is 1people, 2.5%, 'not good is 2people, 5.0%, 'not sure' is 10people, 25.0%, 'a little satisfied' is 10people, 25.0%, 'satisfied' is 12people, 30.0%, and 'satisfied a lot' is 5people, 12.5%. The average is 5.10. This result presents that the service quality in customers perception is more than 's
market. Its strongholds are Europe and Northeast Asia. For example, it released internet mobile phone in early stage and even a special model ‘VERTU’ diamond decorated phone.
2.2.5 SERVICE
Nokia Care
As a customer service center, Nokia care helps customers to utilize Nokia’s product as much as possible. It successfully operates Nokia care line, Nokia care center, and Nokia authorize
1. Introduction
Application of Internet in the service industry has already become a major trend in practice with a hot stream attention and research in academic literature. As of 2000, as much as 215 million people have access to the Internet, which is 133 million greater than in 1995 (Brynjolfsson, Erik, and Glen, 2001). Scholars suggest that the number of websites is doubling every 6 months.
people
Very kind Employees
Weakness
But! There are so many Korean Restaurant inside the KU front gate street.
To measure service quality
Reliability:
The ability to perform the promised service both dependably and accurately.
Responsiveness:
The willingness to help customers and to provide prompt service.
Assurance:
The knowledge and courtesy of employees as well as their
Service, Overall feeling, security, improved service, price and quality of F&B, atmosphere, comfort, image, quality of beverages, Rooms, health equipments, reputation, quietness, room properties, reservation and front service
Knutson 1988 Sanitation of rooms, comfort, convenient location, security and safety, quick and gracious service, politeness, room rate, recreation facilities, special care
and safety of our customers and our people, and to manage responsibly the impact that our business has on the environment.
⦁Delivering for Clients and Consumers – to earn the continued loyalty of our customers by consistently demonstrating why we are the first choice for quality, service, value and innovation.
⦁Developing our People and Valuing Diversity – to recognize
people's welfare through enlarging customers' selection. 바우처 사업 효과 분석 및 평가 방안 연구 최성은, 최석준, 2007
To enlarge customers' selection, sufficient providers should exist. Service of high quality can be provided by competition between many providers. We can estimate efficiency of the system by the number of provider, changing number of users and degree of sat
and operating cost. By franchising, extra cost could be avoidable.
2. Disadvantage of franchising
One remarkable problem which franchisor could face is that it can lose control of operation. As franchisor doesn’t have authority on operating, it might be difficult to keep high quality of service and exerts a bad influence on its brandand image.
For example, the coffee bean was uncovered b
service' skill. And this is why people called Singapore Airlines as "service kingdom" Then, how can Singapore Airlines got "service kingdom" title? The open secret is their marketing strategy skill.
Ⅱ-1. Marketing strategy.
Singapore Airline's marketing strategy divided in to 6 parts the Cabinet service, Landservice, Program for common customers, Cooperation strategy, Staff training and t