비즈니스 컨설팅 산업의 서비스 인카운터에 관한 실증연구

The recent rapid changes of business paradigm have enormous impacts on market, enterprises, and consumers with the uprising importance of service concept. It is the proper time to examine the importance of the service encounter and develop a applicable academic framework since it is the crucial and the main part that would lead to closure of potential purchase.This research analyzes the service encounter to identify the strategic structure of the service encounter and its implications. To verify the research model, I did interviewed 203 consultants from 62 consulting firms in Korea and the results was statistically tested with the SPSS 10.0. The result of this research indicates that there is astastical difference on the financial outcomes of the consulting companies depending on the cluster type of service encounter. In other words, the five variables which were used as a main factor and within this variables with the high weighted average value and high interaction had a positive influence on the financial outcome of the company.This research was intended to provide strategic direction and the efficient design and operation of service encounter. In addition, this study would provide both academic and practical scope of service encounter with regards to the outcome of the service related companies.