Hae-Jeong Kim

Abstract

This is a research study rating ten major Korean Conglomerates' Service Recovery Platform. The study used self-administered test from Performance Research Associates to rate the platforms. The demographics indicate that the areas of business these conglomerates involve in are: Electronics, Machinery, Automobiles, Heavy Industry, & Shipping, Construction, Telecommunications, Information and Communication, Trading, Finance, Insurance, Hotels & Leisure, and other integrated businesses. The test consists of five categories; 1) Systems, Policies, & Procedures, 2) Evaluating Service Performance, 3) Customer Focus & Commitment, 4) Recognizing & Rewarding Service, and 5) Training & Support. The results are reported using scoring master sheet provided by Performance Research Associates. Each category has minimum comfort zone which respondents can compare with their own score. Minimum comfort zone is a benchmarking level that PRA came up with after testing top service quality performers in North America. The research identified the strengths and weaknesses of Korean conglomerates' service recovery platform. The data indicated that most of the companies are strong in training and support. It also revealed that they are weak in categories such as Customer Focus & Commitment and Recognizing & Rewarding Service. Only one company from the sample passed overall comfort zone level. The rest were below the comfort zone.

Library of Congress Subject Headings

Consumer satisfaction--Korea--Evaluation; Customer services--Korea--Evaluation

Publication Date

1997

Document Type

Thesis

Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)

Advisor

Marecki, Richard

Advisor/Committee Member

Bissell, Stan

Advisor/Committee Member

Jacob, J.

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: HF5415.33.K6 K55 1997

Campus

RIT – Main Campus

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