Web 2.0 and Strategic Service Quality Management

Web 2.0와 전략적인 서비스 품질경영

A business is an organized. profit-seeking activity that provides goods and service designed to satisfy customer' needs. For years, Internet users have been dream of intelligent software agents that automatically prowl the online world and bring back high-quality information. In the era of web2.0, Internet users can communicate each other on open platforms(e-mail, Naver Knowledge-In. Cyworld, Wikipedia, and blog etc.). The author investigate the impact of web2.0 user's perceived value. affective commitment. brand equity on loyalty intention. The results suggest that excellent service quality will be alternative solving in web2.0 business environment.