The process approach to service quality management
Journal Title: Production Engineering Archives - Year 2018, Vol 18, Issue
Abstract
In this paper a model of service quality management based on the process approach has been present-ed. 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 man-agement.
Authors and Affiliations
Kamila Kowalik, Dorota Klimecka-Tatar
Keywords
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- EP ID EP489028
- DOI 10.30657/pea.2018.18.05
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