services (Brynjolfsson et al., 2001).
When assessing difficulties resulting from a change in tourism industry, it is important to look into the root of the problem. As political and economical integration of large regions is increasing, citizens place higher emphasis on leisure integrating personal interests with their work. Consequently, there is a distinct need to improve communication and del
Consumer Behavior in Service Encounters
서비스에 따른 고객들의 행동은 무엇인가?
고객들이 서비스를 이용할 때 어떤 위험을 지각하는가?
고객들이 기대치를 형성하는 방법 및 희망 수준과 낮은 수준의 서비스를 구별하는 방법은 무엇인가?
사람들은 자신이 받는 서비스를 평가하는데 어려움을 겪는 이유는
Condition of Good Service Guarantee
1. Unconditional
2. Easy to Understand and Communicate
3. Meaningful
4. Easy to Invoke
5. Easy to Collect
6. What you should not do in your guarantee
Case-Intuit
1983년 개인 또는 소규모 기업의 재정을 관리하는 소프트웨어 솔루션을 제공하는 회사로 출발
현재 세계에서 가장 잘 팔리는 web-based finance 소프
Definition of Silvernet
Silver + Internet =SilverNet
interconnect the quickly aging society and the e-business.
A positioning strategy to serve the elderly as the main customers
of the internet service
SilverNet
- Various services designed to deliver greater convenience for the elderly
- A value-added network
- aims to increase the customer value of the silver
The motive of customer product
- Why do we have to select the hotel market ?
We keep an eye on the successful case of Ritz’s No.1 service rank of the Hotel Business.
‘Service’ is very important product in this area and biz.
We analyze the market in terms of hypothetic
situation that Ritz’s positioning to the Korean Hotel market !
2. Let’s identify all the majo