Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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Methodology Design for Service Encounter-based Customer Experience Management Portfolio Analysis: Focus on the Case of Coway's Air Cleaner

서비스접점 기반의 고객경험관리 포트폴리오 분석을 위한 방법론 설계: 코웨이의 공기청정기 사례를 중심으로

  • 박근완 (한양대학교 ERICA 지식서비스연구소) ;
  • 황승준 (한양대학교 경상대학 경영학부) ;
  • 황의종 (한국산업기술진흥원)
  • Received : 2023.07.25
  • Accepted : 2023.10.31
  • Published : 2023.10.31
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Abstract

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

Keywords

Acknowledgement

이 논문 또는 저서는 2018년 대한민국 교육부와 한국연구재단의 지원을 받아 수행된 연구임(NRF-2018S1A5B5A02038512).

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