Earticle

초록

영어

This study produced the following results through practical analyses on the performance model based on the BSC of tourist venture businesses.
First, internal process factors on BSC of tourist venture businesses made an effects on customer satisfaction. It was, in other words, analyzed that the establishment of working manuals as a internal process factors, the maintenance/ management of close relations with subcontractors, and the management processes of quality control and lead time made an effects on customer satisfaction.
Second, it was revealed that customer satisfaction made an effect on financial performances of tourist venture businesses.
It was, in other words, analyzed that the lasting improvement systems for customer services, on-site services and supports for customers, information services on products, and customer satisfaction maintenances, etc, mainly make an effect on financial performances such as sales increase, fund-flow stabilization, and market share increase, etc.
Third, it was revealed that customer satisfaction made an effect on non-financial
performances of tourist venture businesses.
That is, it was analyzed that the lasting improvement systems for customer services, on-site services and supports for customers, information services on products, and customer satisfaction maintenances, etc, make an effect on non-financial performances such as the improvement of enterprise image, quality improvement for products and services, and the improved compliance records of product supply, etc.
It appeared, however, that the education and training for the capability reinforcement of human resources, motivation for members, the authority delegation for businesses, and the sharing and creation of knowledge/ information between members didn't make an similar effects on customer satisfaction, and it is highly probable that learning and growth would rather fine the cause in working the factors of internal processes than the factors for customer satisfaction.
Proceeding from the results of this study above, tourist venture businesses will attain not only the customer satisfaction and business performances but also even non-financial performances by reinforcing internal processes. While the previous studies mainly analyzed the relations between the performances and BSC of traditional industrials, the studies on BSC of venture businesses and their performances have a significant meaning under the environments that very little have recently been done in this field.

목차

I. 서론
 II. 이론적 배경
 III. 연구의 설계
  1. 연구대상 및 방법
  2. 연구모형 및 가설
 IV. 실증분석
  1. 표본의 특성
  2. 신뢰성과 타당성 분석
  3. 연구모형의 평가 및 가설검정
 V. 결론
 참고문헌
 ABSTRACT

저자

• 윤석철 [ Yoon, Seok-Chul | 동의대학교 경영학과 겸임교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광서비스연구 [Journal of Tourism Services Research]

• 간기

  반년간

• pISSN

  1598-6853

• 수록기간

  2001~2016

• 십진분류

  KDC 326 DDC 338