'■ 제목 : A Study of Dancing Service(A Study on the Improvement Methods of Field Service for Firms Competitiveness)

■ 저자 : Lee, Byung-Won-제1저자(Associate Professor, Dept. of Hotel Management in Kyung-Hee Cyber University), Mark E. Patton-공동저자(Service Consulting Manager, Samsung Everland Service Academy), Kim, Hye-Young-공동저자(Fulltime Lecturer, Dept. of Hotel Management in Kyung-Hee Cyber University)
■ 접수일자 : 2003-5-1 게재확정일자 : 2003-12-10
■ 게재페이지 : 119-132
■ 키워드 : Dancing Service, Service Provider, Service Leader, Quality Service, Service Cycle(댄싱서비스, 서비스 제공자, 서비스리더, 서비스 질, 서비스사이클)
■ 초록 : Despite the ubiquitousness of service in the 21st century, service still tends to be terrible. A lot of people think it is getting worse. I′d like to point out that all of your company′s efforts in marketing, advertising, and providing high quality service and products can be either surpassed by or ruined by the actions of just one person. Each employee must have a strong service orientation and understand not only the workings of their organization, but the motivations and desires of their customers as well. Service providers must be able to understand their moment of truth and how it relates to the entire service cycle in providing a quality experience for the customer. If they accomplish this, then the ″elephant″ will truly learn to dance with grace, ease, and style.'