Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Service Failure Management on Internet Shopping Environment by Combining Service Blueprint and FMEA

서비스 청사진과 FMEA의 결합에 의한 인터넷 쇼핑몰 서비스 실패관리

  • Lee, Hye-Jun (Institute of Distribution & Franchise, Sejong University) ;
  • Lee, Dong-Il (Department of Business administration, Sejong University) ;
  • Zhang, Yong (Graduate School, Department of Business administration, Sejong University)
  • 이혜준 (세종대학교 유통.프랜차이즈 연구소) ;
  • 이동일 (세종대학교 경영학과) ;
  • 장용 (세종대학교 대학원 경영학과)
  • Received : 2011.01.31
  • Accepted : 2011.04.27
  • Published : 2011.06.30
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Abstract

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

Keywords

Acknowledgement

Supported by : 세종대학교

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