효과적인 서비스실패방지를 위한 서비스오류 매트릭스의 구성：대전지역 Y 호텔의 사례를 중심으로

As industires are evolving into a more advanced type industrial system, service economy has been more emphasized. But with the expansion of the service economy, the failure of the service has also increased. Customers flee caused by the service failure leads to from simple problems like financial loss to serious problems like damaging corporate image. Therefore, if possible, the system providing defect-free service should be established. If this is not possible, preventive measures should be taken in order to minimize the failure. The study as a tool to prevent service failure presents the concepts “service error matrix.” And to confirm whether this idea is practical or not, this study investigated the hotel, one of the leading service industries, about actually occurring service failure and applied to service error matrix suggested in this study. Finally service blueprint and Poka-yoke are completed in order to reduce service failure of Y hotel which was the object of the interview for this study.