서비스 커뮤니케이션 모형 개발에 관한 연구

다국어 초록 (Multilingual Abstract)

Service communication is ‘customer service communication’, which is a series of intangible actions and processes that occur in service activities with customers, focusing on the service provided to the customer. The purpose of service communication is customer satisfaction through the service provision process.
Service communication refers to communication targeting all economic entities, including households, businesses, and governments. In this study, the target of service communication was defined as communication of all economic entities, including household communication, corporate communication, and government communication. Therefore, the main areas of service communication cover all areas such as communication, business communication, brand communication, service management, service marketing, and service quality.
As a result of research on developing an Service Communication model, the SMsCMrR model was developed. The SMsCMrR model stands for Sender, Messages, Channel, Messager, and Receiver.
The SMsCMrR model encodes tacit knowledge, such as the transmitters thoughts, into nominal messages such as voice or documents, and shows how the message transmitted through the channel is received and recognized by the receiver, and is transmitted through the process of being stored as tacit knowledge. The SMsCMrR model can be evaluated as a communication model suitable for the current skill-up environment that can accommodate both horizontal and vertical communication that can accommodate all directions of communication. The purpose of this study is to develop the SMsCMrR model as a successful Service Communication model.
The future research direction is to conduct an empirical analysis of service communication using this model, develop an AI-based service communication model suitable for the era of the 4th Industrial Revolution, and conduct detailed in-depth research on human-AI communication.

목차 (Table of Contents)

• ABSTARCT
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 서비스 커뮤니케이션 개념 정립
• Ⅳ. 서비스 커뮤니케이션 모형 개발
• Ⅴ. 결론
• 참고문헌