Service renovation through successful sotong(communication) with DongRyo workers: Sotong with a larger organizaion

In order to upgrade services in the distribution and service industries, several approaches have been taken including those focusing on hardware elements (distribution system, a variety of facilities, etc.) or on software elements (improvement in service value, mindset, etc.). Most of the retailers think that changes in hardware will lead to better services. However, Lotte Department Store ("LDS") puts a priority on software, especially human resources. This paper tries to explain how LDS helped DongRyo workers build service mindset, which is vital to its high quality service, satisfied them and embraced them as a family by taking a look into several cases.