Front Office: Role Positions And Risks Of Maintaining Standards Of Service Quality
AbstractStudies 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.
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Bibliographic InfoArticle provided by Prague Development Center in its journal Perspectives of Innovation in Economics and Business (PIEB).
Volume (Year): 4 (2010)
Issue (Month): 1 (February)
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Web page: http://academicpublishingplatforms.com/journal.php?journal=PIEB
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Standards; competencies; services; risks of service quality; role repertoire of contact staff.;
Find related papers by JEL classification:
- L80 - Industrial Organization - - Industry Studies: Services - - - General
- M12 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - Personnel Management; Executives; Executive Compensation
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