리조트 산업내 서비스 실패회복에 대한 사례 연구

다국어 초록 (Multilingual Abstract)

Services characteristics such as intangibility, heterogeneity, perishability, and variability has large uncertainty. So, Well-established service providing system gives a stable service to customer. Our research is adapt “Collapse” of Jared Diamond to failure service in resort. Through analyzing in real case study, We would know that cause of service failure is due to service providing system or incidental accident. The analyzing process include to failure factor of service providing process, change in market, role of competing company, possibility of collaboration between department, use of organizational culture and authenticity and forgiveness.

참고문헌 (Reference)

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