A Scale for Measuring Standardization of Service Encounter Process

Suh, Chang-Juek; Lee, Se-Young

Journal of Korean Society for Quality Management > Volume 36(4); 2008 > Article

Journal of Korean Society for Quality Management 2008;36(4): 47-.

서비스접점 프로세스의 표준화 평가지표 개발에 관한 연구

서창적¹, 이세영²

¹서강대학교 경영학부
²서강대학교 경영전문대학원

A Scale for Measuring Standardization of Service Encounter Process

Chang-Juek Suh¹, Se-Young Lee²

¹Business School, Sogang University
²Business School, Sogang University

ABSTRACT

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

Key Words: Service encounter process;Standardization;Service quality;Labor productivity;