서비스접점 기반의 고객경험관리 포트폴리오 분석을 위한 방법론 설계: 코웨이의 공기청정기 사례를 중심으로
- Title
- 서비스접점 기반의 고객경험관리 포트폴리오 분석을 위한 방법론 설계: 코웨이의 공기청정기 사례를 중심으로
- Other Titles
- Methodology Design for Service Encounter-based Customer Experience Management Portfolio Analysis:Focus on the Case of Coway’s Air Cleaner
- Author
- 황승준
- Keywords
- Customer Experience Management; PS-Offering; Product-Service System; Service Design
- Issue Date
- 2023-11
- Publisher
- 한국IT서비스학회
- Citation
- 한국IT서비스학회지, v. 22, NO. 5, Page. 17.0-30.0
- Abstract
- A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model.
The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this.
The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.;A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model.
The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this.
The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.
- URI
- https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiView.kci?sereArticleSearchBean.artiId=ART003014299https://repository.hanyang.ac.kr/handle/20.500.11754/187584
- ISSN
- 1975-4256
- DOI
- 10.9716/KITS.2023.22.5.017
- Appears in Collections:
- COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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