This book is designed to help readers acquire theoretical knowledge of service management and apply it in practice, serving as a guideline for corporate management in the service industry. It begins with a definition of service management, followed by the second chapter on understanding service customers and the third chapter on customer relationship management. It then addresses issues related to service differentiation, studies related cases, and discusses service marketing, service quality, and service leadership. The final chapter covers an introduction to customer satisfaction management.

학력 박사 Texas Tech Univ.
서울대학교 학사/석사
경력 경성대학교 호텔관광외식경영학부 교수
경성대학교 웰니스·관광빅데이터연구소 소장
경성대학교 국제처 처장