- Author
- Baronene Svetlana (State University Higher School of Economics)
- Title
- Front office: Role positions and risks of maintaining standards of service quality
- Source
- Perspectives of Innovations, Economics and Business, 2010, vol. 4, nr 1, s. 80-81
- Keyword
- Standardy, Kompetencje, Usługi, Satysfakcja klienta
Standards, Competences, Services, Customer satisfaction - Abstract
- 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)
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- Cited by
- ISSN
- 1804-0519
- Language
- eng
- URI / DOI
- http://dx.doi.org/10.15208/pieb.2010.21
