• Journal of Distribution Science
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• v.10 no.2
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• pp.43-52
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• 2012

As experiential education services are growing, the need for proper management is increasing. Considering that adequate measures are an essential factor for achieving success in managing something, it is important for managers to use a proper system of metrics to measure the performance of experiential education services. However, in spite of this need, little research has been done to develop a valid and reliable set of metrics for assessing the quality of experiential education services. The current study aims to develop a multi-item instrument for assessing the service quality of experiential education. The specific procedure is as follows. First, we generated a pool of possible metrics based on diverse literature on service quality. We elicited possiblemetric items not only from general service quality metrics such as SERVQUAL and SERVPERF but also from educational service quality metrics such as HEdPERF and PESPERF. Second, specialist teachers in the experiential education area screened the initial metrics to boost face validity. Third, we proceeded with multiple rounds of empirical validation of those metrics. Based on this processes, we refined the metrics to determine the final metrics to be used. Fourth, we examined predictive validity by checking the well-established positive relationship between each dimension of metrics and customer satisfaction. In sum, starting with the initial pool of scale items elicited from the previous literature and purifying them empirically through the surveying method, we developed a four-dimensional systemized scale to measure the superiority of experiential education and named it "Experiential Education PERFormance" (EEPERF). Our findings indicate that students (consumers) perceive the superiority of the experiential education (EE) service in the following four dimensions: EE-empathy, EE-reliability, EE-outcome, and EE-landscape. EE-empathy is a judgment in response to the question, "How empathetically does the experiential educational service provider interact with me?" Principal measures are "How well does the service provider understand my needs?," and "How well does the service provider listen to my voice?" Next, EE-reliability is a judgment in response to the question, "How reliably does the experiential educational service provider interact with me?" Major measures are "How reliable is the schedule here?," and "How credible is the service provider?" EE-outcome is a judgmentin response to the question, "What results could I get from this experiential educational service encounter?" Representative measures are "How good is the information that I will acquire form this service encounter?," and "How useful is this service encounter in helping me develop creativity?" Finally, EE-landscape is a judgment about the physical environment. Essential measures are "How convenient is the access to the service encounter?,"and "How well managed are the facilities?" We showed the reliability and validity of the system of metrics. All four dimensions influence customer satisfaction significantly. Practitioners may use the results in planning experiential educational service programs and evaluating each service encounter. The current study isexpected to act as a stepping-stone for future scale improvement. In this case, researchers may use the experience quality paradigm that has recently arisen.

• Proceedings of the Korea Contents Association Conference
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• 2019.05a
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• pp.109-110
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• 2019

자본주의 사회에서 기업은 이윤의 극대화라는 목표를 이루기 위해, 인간을 하나의 자원으로 간주하여 도구화 하는 경향이 있다. 그 결과 인간소외(alienation) 및 부의 양극화 현상이 심각한 사회적 문제로 거론되고 있다. 오늘날 경제성장에 따른 물질적 풍요와 번영이 인류사회에 행복을 가져다 줄 것이라는 통념은 '물질적 풍요 속의 정신적 빈곤'이라는 문제제기에 의해 그 위상이 흔들리고 있다. 자본주의가 인류사회의 행복과 공동번영에 기여하는 경제체제로서 역할을 다하려면, 자본주의 역시 시대의 변화에 맞추어 진화해야 한다. 본 논문에서는 새 시대에 걸 맞는 자본주의의 대안을 논의하고자, 저자 이재윤이 창시한 깨달음경영학(MOSEE;Management Of allSelves' Enlightenment and Empowerment)의 새로운 과학적 학문연구를 통해 새로운 실현성 영역을 추구하는 동시에, 깨달음경영의 새로운 5차원 요소인 의식(영성) 자원 및 자산(SRA:Spirit Resource and Asset)과 본질적으로 무(無)에서 유(有)를 창조하는 진성 창조경영(MOC:Management Of Creation)의 연구 및 인간의식 성장 방법론에 대하여 발표 하고자 한다. 이로써 현대의 주요한 여러 경영철학들 예컨대 CSV(마이클 포터) SI(개리 함멜) 복잡계 철학 美德경영 등의 내재된 구조적 제약들을 분석 평가하고 한계를 극복하는 방안들을 제시함으로써 21세기 우주 인류 신문명 창달을 위한 5차원의 깨달음경영 혁명을 성취 하고자 한다. 즉 2040년 전에 지구 인류의 고도 영성 초 과학기술 문명을 넘어서 우주 인류의 초 영성 초 과학기술 문명 창달을 선도하는 학문연구 교육 인류 사회활동을 지속적으로 해갈 것이다. 위와 같이 21세기 우주 인류의 영원한 평화 자유 지속적 번영을 이루고자 한다. 본 연구는 통섭 고찰 제2회로 미국의 마이클 포토와 막 클램머의 공유가치(CSV)와 영국의 게리 함멜과 프라할라드의 전략적 의도와 브라이언 아서의 복잡계 경영경제 이론을 통섭을 고찰한다.