1. 4 97 1 1 100 12 31 96 5 2.
................................................................1(1).....................................................................................1(2)......................................................................4(3).............................................................................9..............................................................17(1)...........................................................................17(2)................................................................24(3)..................................................25...............................34(1).........................................................34(2)......................................................39..................................................44(1)....................................................................44(2)...........................................45(3)().......................................................51..............................................................85(1)(97~100
).............................................85(2).........................................................86(3)...........................................................................86..................................................93....................................................................101(1)...................................................101
ii 3. (1) 1. 93 93 12 6 WTO 2. 95 (1) (2) 3. 1 4. 4 (2.8 4201 ) 0
1.5 (3.4 5 20 (283 3 2 (153 300 ) 4 (511 2000 )200(115200 . . .. .
1.1 4. 93 4 3 2 5. 3 GSP 4 6 4 4 3000 130 50 100 32 GSP 93 21% 95
38.7% GSP 5,600 96 4 3 6. (2) 1. GDP 94 (11.1 ) 73.6% 95 1 74.3%95
2 75.4%(2,022,535 ) 1.2 94 6 58.41%15.00 9.45 8.2410.00 7.33
7.385.895.15 6.075.76 5.774.25 4.09 4.935.00 3.43 0.083.59 5.28
3.96 3.39 3.800.00-2.178990 919293 94 95-5.00 -7.44 -10.00 1.2 94 4
7. 2. 1.1 1.1 91 5,732,469 2,592,050 263,3228,587,841 92 5,954,469
2,706,432 266,3078,927,208 93 6,617,540 2,930,582 274,0299,822,150
94 7,072,017 3,101,475 293,227 10,466,71995(1~6 ) 3,722,768
1,559,546 151,0915,433,405 (95 9 11 ) 95 2 306,450 ( 12.89%)
212,335 ( 2.34%)(95 1 375,793 ) 240,410 95 2 1,167,720 602,498
596,989 95 9 5 8. 3. 1.2 913.2 1 31.25% 923.22 1.82 56.52% 933.21
1.81 56.38% 943.39 1.61 47.49% (91~94 )TCFA (1.2)94 3 3947 1 6100
47.49% 94 9 160 2 93 859 92 708 151 21.3%94 1,124 93 30.893 6 2,637
92 5 6,129 6,508 11.6%94 93 16.36 9. 94 7-11 Hello Kitty()()()() 94
1,124 92 8% 397 35% 279 25% 356 32%(1) 92 92 93 1 ( 1.10%)93 94 2 (
2.10%) 92 1,156 13.34% (2) 94 397 92 94 92 143 ( 56.30%) 16,656 7
10. 6,523 ( 64.37%) (3) 94 279 92 97 ( 53.30%) 22,827 4,462 (
24.30%) (4) 94 356 92 175 ( 96.69%) 25,020 6,054 ( 31.92%) 96.69%
2,241 ( 57.68%) 3,813 ( 25.28%) 4. 7-Eleven 8 11. (3) 1. 78 93 570
93 230 93 68.7 58.2 3 9 12. 94 97 1.4) 104 ( 77 93 30 97 37 104 47
94 97 10 13. 1.4 () (%)(%) 93 97 104 93 97 104 94~97 98~104 94~104
1. 5,698 6,207 6,927 58.260.0 62.3 2.21.61.82.1,727 1,816 1,929
17.617.6 17.4 1.30.91.03.602687 767 6.1 6.6 6.93.41.62.24. 2+32,329
2,503 2,696 23.724.2 24.31.9% 1.9% 1.9% 94 97 1.5 (%) 86
200,6383.3735,799 2.71 7,023 3.9587 203,6313.3936,546 2.72 7,640
4.4488 199,4973.3136,682 2.68 7,5534.489 203,8303.3338,880 2.73
7,541 4.4290 181,6543.0936,817 2.63 6,470 4.1291 162,3222.8233,762
2.41 5,587 3.7492 151,299 2.629,928 2.12 5,340 3.6493
152,7492.5530,3352.1 5,216 3.3394 155,7602.5631,279 2.11 5,525
3.3995 1~6 156,4662.5430,218 2.01 5,275 3.16 11 14. 2. 3. e e e
Franchise World Magazine 2002 Jeff Ward (National Communicatoin
Team) 94 3 12 15. 4. POSEOSRFID IT 5. 94 97 / 6. 13 16. 7. 8. 14
17. 1992 9. 95 9 21 8,500 15 18. 2,700 16 19. (1)
10,000GSP10,000100 12 GSP GSP 17 20. 91 1 1 WTO 144 1. 2. 3. 18 21.
4. 5. GSP 19 22. GSP GSP GSP GSP 5 3 Parasuraman, Zeithaml &
Berry (1985) PZB PZB () 5 5 5 5 5 1(Consumer Expectation-Management
Perception Gap) 20 23. () 2 (Management Perception-Service Quality
SpecificationGap) 3 (SevericeQuality Specification-Service Delivery
Gap) 4(Service Delivery-External Communications Gap)21 24.
5(Expected Service-Perceived Service Gap) 5 4 5 4 GSP 5 5 22 25.
GSP 23 26. (2) 1. WTO 2. 3. 24 27. (3) 1. e 1.1 1 3 1 15,000 1.2 1
1 25 28. 2. 26 29. 2.1 100 2.2 80 8 400 2.2 ( 2 1 60 ) ( 2 1 30 ) 4
2.3 24 4 4 2.4 90 12 4 3. 30. e 31. /3.1 / 4,000 30 24 24 3.2 / 8 /
1,000 4 / 400 3.3 800 80 3.4 80 100 100,000 80 32. 4. 4.1 / 20
2,000 / 8 800 4.2 1 30 4.3 400 4.4 1 4 4 12 12 5. 33. know-how GSP
GSP GSP 4,000 5.1 10,000 GSP GSP 100 5.2 8 1,200 12 4 8005.3 GSP
(1) 2005 5% 2011 ( 100 )2005 GDP GDP GDP2011 () (%)(%)
2,277,68220.43 3,052,31220.43 34% 34. 8,173,63273.33
10,953,44773.33 34%GDP 11,146,783 10014,937,753 100 - 2005 GDP GDP
2011 () (%) (%) 2,179,694 19.552,920,99819.55 34% 8,140,95773.03
10,909,66073.03 34% 11,740,073- 15,732,817--95 6 () (2) 94 97
94~104 1.9% 2011 ( 100 ) 2011 4,800 0.3% 2011 5,200 0.3% 2005 ()
2011 (%) 1,609 16.191,801 11.93% 5,793 58.276,486
11.96%9,942100.00-- 95 5 (3) 35. 5%2011 1,506 2011 100 6.6% () 2003
2004 2005 2011 708859 1,1241,506 36. (1) 1. 4 (93~96 ) 3 3 GSP 4 6
4 2. GSP 1 GSP 293~96 3(93~94 ) 3,717 GSP GSP 531 GSP 37. GSP GSP 4
GSP GSP 230 CSI3. 3 1 294~96 3(94 ) 6 380 6 397 3 185 38. 3 178 3
180 3 174 3 181 2 5 8,000 2 10 4.1 e- Learning 294~96 3(94 ) 20 1
20 6 E 39. e-Learning 6 E 6 POS E 60 15 94 5 90% 5. 3 1 294~96 3:
(94 ) ( ) 80 120 93 95 40. 30 30 GSP 3 3 6 3 3 6. 1 294 3(94 ) 7
705 1,450 41. 7. 1 294 3 (94 ) 52 32 6 200 1,000 3 (2) 6 () 4
(93~96 ) 1. GSP 93 GSPGood Service Practice 42. 95 556 5,600 GSP
375,804 1.49% 01 3285 02 18399 03 19019 04 40 4 05 6113 06 54 16
724 07 221479 08 11 133 09 44 10 182 10 24285 11 152 122 12 203 119
13 69 305 14 214191 15 505 16 1672201 17 202 18 101 19 61 16 20
11114 21 234108 22 51 12 23 303 24 303 25 202 26 11 12 27 11 33 28
12169 29 02 18 30 03250 31 11 32 32 909 33 03203 43. 34 1 01 35 0
00 36 4 1 124 37 0 2 415 38 ()0 3 307 39 0 0095 7 6 40 0 0096 95 11
16 41 0 00 96 Total556 5,600 95 3,600 GSP 95% 3% 3 8 GSP GSP GSP
GSP GSP GSP 2. 3 44. 2 /3. 3 94 1,124 100 8.9%4. WTO 95 58 4 (93~96
)95 45. 3 46. (1) 10,000GSP10,000100 12 GSP GSP 95 47. (2) 97 98 99
100 97 98 99 100 11.1 ( ) 5,000 5,000 5,000 ( ) 1.2 ( 97~98 97~99 )
97~100 97~100 48. 97 98 99 100 22.1 25 25 25 20 25 20 20 2 20 100 2
2 100 100 2 100 2.2 1 ( ( 98 ) 98 99 1 ) 1 30 1 1 30 1 1 2.3 6 6 6
1 6 1 1 1 1 1 1 1 2.4 30 30 30 4 1 4 4 1 20 11 49. 97 98 99 100
33.1 / / / / 1,000 1,000 1,000 1,000 6 12 6 6 6 6 6 12 6 6 6 3.2. 2
2 250 250 2 2 250 250 1 1 100 100 1 1 100 100 50. 97 98 99 100 3.3
1 1 11 50 50 50 50 / 200 / / 20 200 200 / 20 200 20 20 3.4 ( E ) 3
4 20 20 2 3 3 20 20 3 30 30 20
