文章基本信息

标题：Design and Development of Customer Satisfaction Couse for Improving Creativity based on CPS Model
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作者：Jooyoung Kim ; Yunyoung Kim ; Jaewoo Do 等
期刊名称：International Journal of Multimedia and Ubiquitous Engineering
印刷版ISSN：1975-0080
出版年度：2016
卷号：11
期号：12
页码：421
出版社：SERSC
摘要：The talented human resource demanded by companies in the knowledge-based society is the person who has creativity and upright character. Currently, there are 10 basic vocational skills commonly sought in all workers nationwide, and one of them is the problem-solving skills. One of sub-factors of problem-solving skills is creative thinking. Under these circumstances, various teaching and learning models have been developed to develop students’ creativity and upright character. However, there are not enough discussions on the optimized education programs. Customer satisfaction (CS) is defined as a condition where customers’ needs, desires, and expectations are met or exceeded to result in the repurchase of products and/or services and repeat this to continue customer loyalty. CS skills include the competencies that promptly adjust to the fast-paced environments and resolve problems creatively. However, the existing CS training is mainly focused on the attitudes or functions of services, and there is limited effort on developing the abilities to flexibly respond to various real-life issues. Therefore, CS training should be developed in order to improve students’ problem-solving skills. Additionally, the scope of CS training is expanding to the broad meaning as training for nurturing the upright character. With social demands for creativity and upright character, the purpose of this study is to develop a CS course that is based on the CPS model to develop college students’ creativity and upright character. In this study, researchers developed Creative Problem Solving (CPS) model by adapting and modifying existing CPS model, and developed CS course based on developed CPS model. The significances of developed CS course are as follow: first, it will improve the creativity and upright character of college students who have participated in a CS course that applies the CPS model. Second, it can help professors teaching CS course in colleges teach image-making course based on the CPS model in schools. Third, it is expected to suggest study directions for the development of other CS courses in addition to image-making
关键词：Creative Problem Solving Model; Customer Service; Creativity