PowerPoint 프레젠테이션 - Daum

PowerPoint 프레젠테이션 - Daum

. ? . . ? . . . . . MOT . . . 5 ??

- ,, ,, ,,

Competition Buyers Marketing Sellers Marketing -

.. - .. .. . .. .. . . . . . .

. . . .. . . . . ..

. . . . . . .. .

. ( ) . . ..

, , . . , , , (Care) . . , , . (Service) (Servus) , . Service,Sevitude,Serve . . .

. , , , . . What WhatisisService? Service? Smiles for everything we do Reaching out to every guest with hospitality Viewing every guest as special Inviting guests to return Creating a warm atmosphere Eye contact that shoes we care (Intangibility)Intangibility) (Intangibility)Heterogeneity)

- . - . - . - . - . - . (Intangibility)Inseparability) - . - . - , . (Intangibility)Perishability) -

. . . . . . .

, [ ] . [ ] . . .

. - . . . . . . . . . -

- - 1. 10 1 2. PRODUCT OUT 3. : 4. 1 2. PRODUCT OUT 10

CS = Customer + Satisfaction

> . 10 1 = . , 10 10 < .

, 1 10 . . . . .

. SONY ? 44 1. Make a positive first impression 2. . Treat guests as individual 3. . Exceed guest expectation

4. . Check guests satisfactions - S(Sincerity) , , -E(Energy) -R(Revolutionary) , , -V(Valuable)

-I(Impressive) -C(Communication) -E(Entertain) !! K F S 3 Q

S C FF : FR : FD : , , , , , , , , , , , , Quick Quality Presentation Standardization + + + // -

? ?(Intangibility) .. ) ?(Intangibility) .) - . (Intangibility) ) - - ? ? - .(Intangibility) ) - . . ? ! , . , .. ?

? . 7:00, .. . . - . - ? - ? [Moment [Momentof ofTruth. Truth.MOT] MOT] MOT MOT

,, MOT

[Point of Contact] 1. 7. 2. 8.

3. 9. 4. 10. 5. 11. 6. 12. . . Customer expectations are progressive

10 + 1 = 101

:: 10%, 10%,TV6%, TV6%, 80% 80% 90% 10% . 90-10 . 10 1 = 9 0 10 1 . ,

[10+0=10] 10*0=0] 1 300 . [100 ] . - Complain 3% . - 10~12 , 10~12 8~10 , 8~10 6 ~8 . 300 . - , 5 . - 65% , . - 5% , 30~80% .

55 (Intangibility)1) (Intangibility)2) (Intangibility)3) (Intangibility)4) (Intangibility)5) 20% 80% .

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