서비스 모델 구성요소의 측정항목 도출에 관한 연구

A Study on the Measurement Items for Service Model Components

service industry has become the integral part of economy｡ And the activation of industry requires a scientific and systematic approach. As one of these kinds of efforts, IBM presented a service model which consisted of strategies, processes， technology, manpower and so on through Service Science. And IBM raised the needs of considering the main issue and methodology of service model’s scientific approach. On that account. this study worked out factorial definitions and measurable items by the four components of service model presented by Service Science in order for it to be measured through studies on related literature and interviews of specialists. In order to prepare an opportunity of categorizing the conception of the service model of which character was strongly intangible and of systematically approaching to it. the investigator examined related literature and applied it QFD methodology Through this kind of redefinition, the investigator concretely conceptualized the service model which was standstill at the level of theoretical approach so far and presented guidelines with which researchers could classify it more concretely In addition, the investigator tried to present a systematic frame which could be applied to business by working-level officials or decision-makers. Therefore, the investigator expects that study findings will be used as references for the design or implementation of service-oriented business model.