지속적인 고객가치 창출을 위한 통합 지원서비스 모델 프레임윅 개발

Abstract

The purpose of this study is to use relevant cases to develop an integrated support service model for continuous customer value creation. An integrated support service model framework and specific activities were suggested in this study. This model was developed as a three-step process: activities before the point of sale (before service provision, pre-sale), during the point of sale (during service provision, on-sale), and after the point of sale (after service provision, post-sale). The following processes are suggested, each of which has sub-steps. Pre-sale activities include service warranties. On-sale activities are broken into service failure prevention and recovery management, customer experience management, and personalized service management activities. Post-sale activities include service management after the point of sale. In particular, service failure prevention and recovery management are necessary for all three steps. According to the findings of this study, the proposed model that categorizes the services needed from before to after sales by procedures and integrating components would be applied in the service sectors.