서비스 청사진 기법을 활용한 서비스 프로세스 개선 연구

A study on the Service Process Improvement Using Service Blueprint Analysis: Case analysis of a Resort Complex

This study suggests a way of improving resort operations process by analyzing the service process of a resort complex with service blueprint analysis. Hospitality industry has been important in the service business and studies in the field have been abundant, however,there were not enough process-level researches on the resort management insofar. In this research, we tried to visualize the service operations process by using service blueprint analysis in order to figure out the factors that reduce the service quality of the resort complex. Then, we also discovered some potential room of improvement in the service process by pointing out seven fail points and three waiting points as well as solutions. We tried to suggest a better solution for the resort complex A to improve its service process by visualizing the overall service cycle, a solution that could be applied to other general types of hospitality facilities. Moreover, service efficiency and the level of service quality could be improved by utilizing the study results in practical service process operation.