Browse > Article

The Construct of Service Error Matrix for the Effective Service Fail-Safe : Focusing Y Hotel in Daejeon  

Oh, Se-Gu (충남대학교 경상대학 경영학부)
Kim, Sun-Hyo (원자력연구소 신규사업개발팀)
Publication Information
Journal of the Korean Operations Research and Management Science Society / v.36, no.4, 2011 , pp. 29-41 More about this Journal
Abstract
As industires are evolving into a more advanced type industrial system, service economy has been more emphasized. But with the expansion of the service economy, the failure of the service has also increased. Customers flee caused by the service failure leads to from simple problems like financial loss to serious problems like damaging corporate image. Therefore, if possible, the system providing defect-free service should be established. If this is not possible, preventive measures should be taken in order to minimize the failure. The study as a tool to prevent service failure presents the concepts "service error matrix." And to confirm whether this idea is practical or not, this study investigated the hotel, one of the leading service industries, about actually occurring service failure and applied to service error matrix suggested in this study. Finally service blueprint and Poka-yoke are completed in order to reduce service failure of Y hotel which was the object of the interview for this study.
Keywords
Service Error Matrix; Service Failure; Poka-Yoke; Service Blueprint;
Citations & Related Records
연도 인용수 순위
  • Reference
1 田中滋, 野村, サビス産業の想と略 モノからサビスへ, 改訂版, 電通, 1996.
2 Hart, C.W.L., J.L. Heskett, and Jr. W.E. Sasser, "The Profitable Art of Service Recovery," Harvard Business Review, Vol.68, No.4(1990), pp.148-156.
3 Johnston, R., "Service Failure and Recovery : Impact of Attributions and Process," Advances in Services Marketing and Management : Research and Practice, Vol.4, No.1 (1995), pp.211-228.
4 Kelley, S.W., Jr. J.H. Donnelly, and S.J. Skinner, "Customer Participation in Service Production and Delivery," Journal of Retailing, Vol.66, No.3(1990), pp.315-335.
5 Kelley, S.W. and A.D. Mark, "Antecedent to Customer Expectations for Service Recovery," Journal of Academy of Marketing Science, Vol.22, No.1(1994), pp.52-61.   DOI   ScienceOn
6 Parasuraman, A., L.L. Berry, and V.A. Zeithaml, "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, Vol.67, No.4(1991), pp.420-450.
7 Chase, R.B. and D.M. Stewart, "Making Your Service Fail-Safe," Sloan Management Review, Spring(1994), pp.35-44.
8 Shingo, S., Zero quality control : Source inspection and the poka-yoke system, Productivity Press, 1986.
9 Weun, S., S.E. Beatty, and M.A. Jones, "The impact of service failure severity on service recovery evaluations and post-recovery relationships," Journal of Services Marketing, Vol.18, No.2(2004), pp.133-146.   DOI   ScienceOn
10 Zemke, R. and C. Bell, "Service Recovery; Doing It Right The Second Time," Training magazine, Vol.27, No.6(1990), pp.42-48.
11 원유석, 조춘봉, "서비스실패와 회복에 관한 연구", 호텔관광연구, 제5권, 제1호(2003), pp. 107-125.
12 장태선, "항공사의 서비스 실패와 회복이 고객만족에 미치는 영향", 관광연구, 제18권, 제2호 (2003), pp.183-202
13 장태선, 공기열, "항공사 서비스실패회복이 고객애호도에 미치는 영향", 관광레저연구, 제20권, 제1호(2008), pp.129-148.
14 고재윤, 유은이, 정미란, "고객접점 서비스요인이 고객만족에 미치는 영향", 호텔경영학연구, 제15권, 제2호(2006), pp.105-123.
15 박은경, 양용호, 최병길, "서비스 실패요인별 고객의 불만족과 불평행동에 미치는 영향", 서비스경영학회지, 제11권, 제5호(2010), pp.47-65.
16 우성근, 심현섭, 윤은형, "호텔기업의 조직문화와 서비스 품질에 관한 연구", 호텔리조트카지노연구, 제5권, 제1호(2006), pp.203-218.