Earticle

초록

영어

This study focuses on visualizing service by service design tools and PCN diagram in process innovation. Firstly, theoretical backgrounds of the phenomena will be reviewed for a better understanding how innovation is perceived in the fields of Operations Management and Service Management. Such discussion clarifies fundamental concepts of innovation, emphasizes essentials of service innovation, and gives base for future SOM research. Then, drawing from the literatures of service operations management (SOM) and innovation, a service innovation case of IKEA, Gwangmyeong in Korea, is analyzed in order to determine how both service design tools and PCN diagram can be used. The overall methodology is employed with a grounded analysis approach and an interpretative alternative. The study finds both approaches as a decision support tool and diagnostic model for assessing inputs, evaluating outputs, allocating resources, and improving success rate of service innovations in SOM.

목차

Abstract
 1. Introduction
 2. Related Studies
  2.1. Service Operations Management (SOM)
  2.2. Innovation
  2.3. Quality Management (QM) and Process
  2.4. Service Design
  2.5. Visualizing Service Operations
 3. Methodology
 4. Case Study) IKEA, Gwangmyoung in Korea
 5. Conclusion
 Acknowledgements
 References

키워드

저자

• Kyung Mi Bae [ Dept. of International Trade and Regional Studies, Inha University 100 Inha-Ro, Nam-Gu, Incheon 22212, KOREA ]
• Youn Sung Kim [ Dept. of Business Administration, Inha University 100 Inha-Ro, Nam-Gu, Incheon 22212, KOREA ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of u- and e- Service, Science and Technology

• 간기

  격월간

• pISSN

  2005-4246

• 수록기간

  2008~2016

• 십진분류

  KDC 505 DDC 605