CHAPTER 01 서비스 경영관리
1. 서비스의 개념 및 특성·············································4
1 서비스의 개념·························································· 4
2 서비스의 특성···························································5
2. 서비스 가치의 개념과 특성····································· 10
1 서비스 가치의 개념··················································10
2 서비스 품질의 의의··················································12
3 서비스 품질 유형과 중요성·········································13
4 서비스 품질의 특성··················································13
3. 서비스 상품의 특성··············································· 15
1 서비스 상품의 개요··················································16
2 서비스 상품 수명주기···············································18
4. 서비스 경영관리의 특성과 한계······························· 22
1 서비스 경영관리의 특성·············································23
2 서비스 경영의 한계··················································27
5. 서비스 프로세스········································
