FRONT OFFICE: ROLE POSITIONS AND RISKS OF MAINTAINING STANDARDS OF SERVICE QUALITY

Svetlana Baronene
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Svetlana Baronene: Department of Management State University Higher School of Economics, Russia

Perspectives of Innovation in Economics and Business (PIEB), 2010, vol. 4, issue 1, 80-81

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.

Keywords: Standards; competencies; services; risks of service quality; role repertoire of contact staff. (search for similar items in EconPapers)
JEL-codes: L80 M12 (search for similar items in EconPapers)
Date: 2010
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