서비스 프로세스의 측정을 위한 도구 개발에 관한 연구

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

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