경영정보 시스템 중 SELF SERVICE, 셀프서비스의 정의 및 사례, TYPE, 종류, 중요성에 대해 분석 및 정리

소개글

경영정보시스템 수업 중 셀프서비스에 관한 과제로 제출한 보고서
셀프서비스의 정의 및 분류, 사례에 대해 조사하였다.
비록 분량은 제한 되어 있어 짧지만 긴 시간동안 고민해서 작성하였으며
셀프서비스에 대한 정확한 정의와 사례, 환대산업과의 연관성 및 적용, 셀프서비스의 중요성 등에 대해 서술함.
이 과목에서 이 과제 등으로 에이 플러스 학점을 받음
영어로 작성한 보고서임

목차

What is a self-service technology?
1. Definition

2. Example/type → Classifications of SSTs(self-service technologies)

3. Usage case
CASE1) AIRPORT

4. Why important?

5. It`s impact on the tourism/ hospitality industry

6. Reference

본문내용

5. It`s impact on the tourism/ hospitality industry
The self-service technology, an application area is growing up and taking on new roles in the tourism & hospitality segment. Tourism & hospitality segment have unique characteristics. Especially customer contact service during the service delivery process is most important and most of employees work at moment of truth. Since many customers use self-service, some employee can be unnecessary worker like offline tour company`s workers and the structure of workforce was changed.
however, Tourism & hospitality segment needs much personal interaction. Thus SSTs can not replace all service of workers. But, SSTs have many positive impact on the tourism & hospitality segment. firstly, SSTs reduce the points of customer contact during the service delivery process which leaves fewer chances for early detection of complaints and opportunities for service recovery. Second, The introduction of self-service is allowing the industry to engage with the customer through new ways, allowing them to have more control of their own experience, often enhancing the offering and the speed. Offering forms of self service enables the managers to reach out to wider audiences via non-traditional means.

참고 자료

Petranka Kelly, Jennifer Lawlor, Michael Mulvey (2010)
A Review of Key Factors Aecting the Adoption of Self-Service Technologies in Tourism.
Cunningham, L., Young, C. and Gerlach, J.(2008) Consumer Views of Self-Service Technologies,
The Service Industries Journal, 28(6), pp.719-32.
Self-Service Brings a Smile 24 August 2007 in http://www.airport-technology.com/
http://ncrpr.ncr.com/ SELF-SERVICE TECHNOLOGY REPORT
Baggage Handling // 25 Aug 2011 Is self-service bag drop the future of baggage processing?
By Ryan Ghee in http://www.futuretravelexperience.com/
Value and Importance of Self-Service Options in Hotel Industry // 2 December 2011
in http://ehotelier.com/hospitality-news
http://www.klm.com/travel/kr_ko/
http://blog.naver.com/PostView.nhn?blogId=5tjd&logNo=70107420274