서비스 청사진을 이용한 공연장 서비스 분석에 관한 연구: 대형 뮤지컬 공연장을 중심으로

초록

This study tries to analyze domestic theater service processes for improvement of current services and better audiences’ satisfaction. The service blueprint method is used not only for establishment of a typical theater service process, but also for identifying critical service points affecting audiences’ satisfaction. A typical theater service process is identified as a service process diagram by identifying various front and rear support activities and functional interactions among them. In addition, several critical service points such as failure and waiting points may cause audiences’ dissatisfaction to the service. In this study, the theater service is analyzed as a service process diagram using the service blueprinting method. The results of this study will play an important role in improving quality of current theater services and its resulting audiences’ satisfaction. This study can also contribute in developing a archetypal service process of other performing arts service processes.

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