Front office: Role positions and risks of maintaining standards of service quality

• Autorzy: Svetlana Baronene
• Języki publikacji: EN

Abstrakty

EN

Studies show that one of the key reasons for this development lays in the fact, that the effects of the value added and customer satisfaction appears in the process of communicating with the so-called contact personnel. This article observes the role repertoire used by contact personnel during a service, formulates the requirements for standardization procedures and define the risks that arise at various stages of the process from development to implementation.(original abstract)

Słowa kluczowe

EN

Standards; Competences; Services; Customer satisfaction

PL

Standardy; Kompetencje; Usługi; Satysfakcja klienta

• Czasopismo: Perspectives of Innovations, Economics and Business
• Rocznik: 2010
• Tom: 4
• Numer: nr 1
• Strony: 80--81

Twórcy

autor

Svetlana Baronene

• State University Higher School of Economics