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A Study of an Instrument Development to Measure of the Service Process  

Yim, Myung-Seong (삼육대학교 경영정보학과)
Choi, Sung-Wook (삼육대학교 경영정보학과)
Publication Information
Journal of Information Technology Services / v.9, no.1, 2010 , pp. 173-197 More about this Journal
Abstract
Though service is recognized as not only a new driver for economy growth but also a source for sustainable value creation, it has been misunderstood in the literatures because of traditional characteristics of service such as inseparability, heterogeneity, intangibility, and perishability. This perspective can be a cause of barrier to approach a service. The purpose of this study is to develop and validate an instrument to measure of the service process. A series of statistical procedures were used to analyze the data, which proved that the instrument is valid and reliable. This study makes a contribution to both academic research and management practice. Theoretically, this study provides a measurement of service process in organizations for identifying service process. In practice, the results of this study will help organizations evaluate their service process innovation.
Keywords
Service Process; Service Innovation Process; Service Science;
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