Wpływ głównych interesariuszy organizacji na zarządzanie jakością procesów usługowych
The impact of key stakeholders on the management of the quality of service processes

Summary/Abstract: The article presents the fundamental problems of managing service processes resulting from the conflicts of objectives adopted by the stakeholders. The factors causing the dominance of one of the main stakeholders of the service process (owner, employee, customer) are analyzed. The models to ensure the quality of services received in the case of the dominance of one of the main stakeholders are presented. It was found that these models differed in the way the customer satisfaction was ensured.

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