지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.
목차
ABSTRACT
1. Introduction
2. Human Errors and Service Domain for Human Factors Research
3. Previous Studies on Human Errors in Service delivery Processes
4. Domestic Studies and Future Works
5. Conclusion
References
Author listings
참고문헌 (28)
참고문헌 신청
1. [학술지(정기간행물)] - Awad, S / 2005 / Green-Rashad, B. & De La Garza, M., Bridging the communication gap in the operating room with medical team training / The American Journal of Surgery 190 (5) : 770 ~ 774
2. [학술지(정기간행물)] - Barber, N / 2002 / Should we consider non-compliance a medical error / Quality and Safety in Health Care 11 (1) : 81 ~
3. [단행본] - Buetow, S / 2009 / Patient safety and patient error. In Health Care Errors and Pateint Safety / BMJI Book : 48 ~ 55
4. [학술지(정기간행물)] - Chase, R / 1994 / Make your service fail-safe / Sloan Management Review 35 : 35 ~ 35
5. [학위논문] - Chen, A. C / 2000 / Human Error Analysis for Customer Service Quality: Ergonomic Approach toward Service Quality Improvement / 박사 / State University of New York at Buffalo
2. [학술지(정기간행물)] - Barber, N / 2002 / Should we consider non-compliance a medical error / Quality and Safety in Health Care 11 (1) : 81 ~
3. [단행본] - Buetow, S / 2009 / Patient safety and patient error. In Health Care Errors and Pateint Safety / BMJI Book : 48 ~ 55
4. [학술지(정기간행물)] - Chase, R / 1994 / Make your service fail-safe / Sloan Management Review 35 : 35 ~ 35
5. [학위논문] - Chen, A. C / 2000 / Human Error Analysis for Customer Service Quality: Ergonomic Approach toward Service Quality Improvement / 박사 / State University of New York at Buffalo
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UCI(KEPA) : I410-ECN-0101-2012-530-004216760