서비스 청사진을 이용한 서비스 혁신 - 인천공항 사례를 중심으로 = Service Innovation By Using Service Blueprinting： A Case Study of Inchon Airport

다국어 초록 (Multilingual Abstract)

  Unlike physical goods, service consists of a chain of activities that allow the service to function effectively. In order to enhance customer experiences, service providers should innovate service processes. Service innovation refers to new or considerably changed service processes that deliver added value to the customers. Unfortunately, many of the activities are invisible to both service providers and consumers. In terms of service innovation, service visualization is very critical. When we visualize the current service process, we can identify its problems. This study suggests service blueprinting as a service innovation methodology. In order to demonstrate the usage of the methodology, this study examines departure/arrival services at the airport.

목차 (Table of Contents)

• Abstract
  1. 서론
  2. 서비스 혁신
  3. 서비스 청사진
  4. 사례：인천공항 출입국 서비스 혁신
  5. 결론
  참고문헌
  저자소개
  

참고문헌 (Reference)

1 현대경제연구소, "서비스 산업별 처별화 전략이 필요하다" VIP 2008

2 유태영, "u-Airport 비전과 미래모습 제안" 한국경영정보학회 445-450, 2006

3 Spohrer, J., "The Emergence of Service Science：Toward systematic service innovations to accelerate co-creation of value" IBM Almaden Research Center 2006

4 Bitner, M. J., "Service Blueprint：A Practical Technique for Service Innovation" 50 (50): 66-94, 2008

5 Edvardsson, B., "Key Concepts for New Service Development" 16 (16): 140-164, 1996

6 Reinartz, W., "How to Sell Services More Profitably" 2-8, 2008

7 Stostack, G. L., "Designing Services That Deliver" 62 (62): 133-139, 1984

8 Berry, L. L., "Creating New Markets Through Service Innovation" 47 (47): 56-63, 2006