글로벌 대형유통기업의 서비스 실패에 관한 사례 연구: 서비스 마케팅믹스별 실패요인을 중심으로The Service Failure of Global Large Distribution Companies: the Failure Factors by Service Marketing Mix
- Other Titles
- The Service Failure of Global Large Distribution Companies: the Failure Factors by Service Marketing Mix
- Authors
- 이용재; 최석봉
- Issue Date
- 2019
- Publisher
- 한국품질경영학회
- Keywords
- Service Failure; Customer Complaint Management; Service Marketing Mix; Case Study
- Citation
- 품질경영학회지, v.47, no.3, pp.641 - 659
- Indexed
- KCI
- Journal Title
- 품질경영학회지
- Volume
- 47
- Number
- 3
- Start Page
- 641
- End Page
- 659
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/69635
- DOI
- 10.7469/JKSQM.2019.47.3.641
- ISSN
- 1229-1889
- Abstract
- Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified.
Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected.
Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor.
Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.
- Files in This Item
- There are no files associated with this item.
- Appears in
Collections - College of Global Business > Global Business in Division of Convergence Business > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.