Современные подходы к управлению качеством в сфере услуг

Смирнов Сергей Анатольевич and Лавров Вадим Станиславович
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Смирнов Сергей Анатольевич: СПбГУ
Лавров Вадим Станиславович: СПбГУЭФ, ООО «Техноград» (сеть магазинов «Техношок»)

Vestnik of the St. Petersburg University. Series 5. Economics Вестник Санкт-Петербургского университета. Серия 5. Экономика, 2008, issue 4, 136-140

Abstract: The article is devoted to research of basic features and scientific approaches in the field of creating services value. Services quality and productivity are considered as two interconnected ways of product value creation from the points of view of both the manufacturer and the final customer. Based on the analysis of methods of services quality measurement and evaluation, the authors make conclusions on opportunity of their practical application in specific conditions. Factors influencing the success of a strategy aimed increasing consumption value of services are determined.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:scn:003571:14956493

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