Service Profit Chain 모델을 적용한 자동차 A/S센터의 가치 창출 과정에 관한 연구: 중국 칭다오 지역을 대상으로

초록

[Purpose]This paper aims to explore the value creation process of automobile after－sale service centers using the service profit chain model. [Methodology]Questionnaires were used to collect the data about the employees in after－sale service centers of five representative automobile brands in Qingdao and the customers who’ve received services from the foregoing employees. SPSS and AMOS were used for the analysis methods. [Findings]Internal service quality has significant influence on employee satisfaction and capability; employee satisfaction has significant influence on employee loyalty, while employee capacity and loyalty have significant influence on productivity; employee loyalty and productivity have influence on service value; service value has influence on customer satisfaction and loyalty; customer satisfaction has significant influence on customer loyalty. [Implications]This study contributes to comprehending the whole process of value creation by automobile after－sale service centers through analysis of the relationship among all variables in the service profit chain model, thus providing an entry point for providing optimal resources input scheme and effective operation strategy to automobile after－sale service centers.

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