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A Study on Sustainable Service Improvement - Case of Seoul National University Hospital, Korea
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지속적인 서비스 개선을 위한 연구 : 서울대학교병원 사례를 중심으로

논문 기본 정보

Type
Academic journal
Author
Sung, Hyun Jin (성균관대학교) Kim, Young Se (성균관대학교)
Journal
Korea Institute of Exhibition Industry convergence The Korean Society of Science & Art Vol.19 KCI Accredited Journals
Published
2015.3
Pages
417 - 424 (8page)
DOI
10.17548/ksaf.2015.03.19.417

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A Study on Sustainable Service Improvement - Case of Seoul National University Hospital, Korea
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Abstract· Keywords

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The healthcare service industry has become one of the business industries in South Korea where service design is most actively being researched on and applied. In accordance with the recent upsurge of the interest in health, healthcare service is expanding its area including disease prevention, patient management, and rehabilitation treatment as well as cure and nursing care. The health manpower is the supplier, and their professional knowledge and ability and the patients’ trust in medical technology are the most important factors for their customers. In addition, service design has come into the spotlight given that the medical institute system, health manpower attitude, and information delivery system and touch point are considered important factors contributing to customer satisfaction. It is very hard to satisfy customers only through professionalism, the environment, and product improvement because healthcare service deals with much more sensitive and emotional customers compared to other service industries. This means that a change in the service mind-set and the attitude of the health manpower as emotional labourers have practical effects. Therefore, the fundamental solution is to establish a system that provides related education with manpower and that settles various problems by itself. This paper introduces several solutions, such as education for health manpower and a service design system applied to a national-university-affiliated hospital in South Korea, and takes a close look at its effects.
#Hospital Service(병원서비스) #Service Improvement (서비스개선) #Sustainability(지속가능성)

Contents

Abstract
국문초록
I. 서론
Ⅱ. 서비스디자인
Ⅲ. 서비스솔루션
IV. 서비스리더 지원 및 관리
V. 결론 및 제언
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