- Tytuł:
- The process approach to service quality management
- Autorzy:
-
Kowalik, K.
Klimecka-Tatar, D. - Powiązania:
- https://bibliotekanauki.pl/articles/111869.pdf
- Data publikacji:
- 2018
- Wydawca:
- Stowarzyszenie Menedżerów Jakości i Produkcji
- Tematy:
-
process management
service management
service quality
service quality model
zarządzanie procesem
podejście procesowe
zarządzanie usługami
jakość usług - Opis:
- In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.
- Źródło:
-
Production Engineering Archives; 2018, 18; 31-34
2353-5156
2353-7779 - Pojawia się w:
- Production Engineering Archives
- Dostawca treści:
- Biblioteka Nauki
Artykuł