2

week10-18

week10-11

3

()

()

()

4

1.

2.

3.

4.

5.

6.

7.

5

()

1.

2.

3.

4.

5.

6

()

7

()

1.

2.

3.

4.

5.

8

()

9

()

1.

10

()

2.

11

()

3.

90

8089

7079

6069

59

4.

()

12

()

5.

()

13

()

1.

14

()

15

()

2.

16

17

1.

18

2.

19

1.

20

()

21

22

2. (1.6.)

23

3.

24

25

26

Week 12-13

28

()

() EDIVAN

() POS

29

()

Parsons (1993)1.

2.

3.

4.

5.

6.

30

()

Porter(1990)

1.

31

()

2.

3.

32

() EDIVAN

(bar code)

33

() EDIVAN

134-13451

1. 471

34

() EDIVAN

2.

3.

4.

35

() EDIVAN

1. (source marking)

2. (in-store marking)

36

() EDIVAN

EDI(electronic data interchangeEDI)(value-added network)

EDIEDI

EDI

37

() EDIVAN

1.

2.

3. EDI

4. EDI

38

() EDIVAN

(electronic data interchangeEDI)

39

() EDIVAN

()(syntax rules)(data elements)(messages)

40

() EDIVAN

EDI

EDIEDIEDIEDI()

41

() EDIVAN

(Value Added NetworkVAN)VANVANEDIE-mailVAN

42

() EDIVAN

VAN

VAN

AN

43

() POS

POS

1.

2.

3.

44

() POS

4.

5.

6.

7.

45

() POS

POS(point of sales)

46

() POS

POS

1.

POS(processer)(memory)(customer dis-play)(cashier display)(keyboard) (invoice printer)(drawer)

47

() POS

(processer)

(memory)

(customer display)

(cashier display)

(invoice printer)

(keyboard)

(drawer)

48

() POS

2.

POS

49

() POS

1.

50

() POS

2.

51

() POS

POS:

1.

2.

3.

4.

5.

6.

Week 14-15

53

()

()

()

54

()

Churchill(1992)

()

Kotler(1994)()

Engel, Blackwell & Minard(1994)

55

()

Bolton(1991)

Woodruff et al.(1993)

Spreng et al.(1996)

56

()

:

(evaluation of emotion)(Spreng,1996)

57

()

Zeithaml(1988)

Bollton & Drew(1991)

58

()

Bollton & Drew(1991)

59

()

Zeithaml(1988)

(lower level attributes)

(percepllons of lower level attributes)

(higher level attributes)

60

()

61

()

62

()

63

()

Parasuraman, Zeithamel & Berry (1985)

64

()

TQM

65

()

TQM:

(The Association of University Programs in Health Administration)

()

()

()

()()

66

()

TQM

1.

2.

3.

4.

67

()

()W. Edwards Deming

1.

2.

3.

4.

5.

6.

68

()

7.

8.

9.

10.

11.

12.

13.

14. 13

Week 16-18

70

()

()

()

71

()

1.

2.

3.

4.

5.

6.

7.

72

()

(SERVICE)

S(Smile for everyone)

E(Excellence in everything you do)

R(Reaching out to every customer with hospitality)

73

()

V(Viewing every customer as special)

I(Inviting your customer to return)

C(Creating a warm circumstance)

E(Eye contact that shows we care)

74

()

1.

2.

3. ()

4.

5.

6.

75

()

1.

2.

3.

4.

5.

6.

7.

76

()

1.

2.

3.

4.

5.

6.

7.

8.

9.

77

() :

78

()

1.

2.

3.

4.

5.

6.

79

()

1.

2.

3.

4.

5.

80

()

1.

2.

3.

4.

5.

6.

81

()

1.

2.

3.

4.

5.

6.

7.

8.

9.

82

()

1.

2.

3.

4.

5.

83

()

6.

7.

8.

9.

84

()

10.

11.