РАЗВИТИЕ НА КАЧЕСТВОТО НА УСЛУГИТЕ: ПРОБЛЕМИ И ОСНОВНИ ТЕНДЕНЦИИ
DEVELOPMENT OF SERVICE QUALITY: PROBLEMS AND BASIC TRENDS

Summary/Abstract: The purpose of this paper is to overview the main concept of service and the factors that lead to the evolution and growth of service in the recent years, along with the views of delivering the service. Shading the light on the main characteristics of the service, those have a significant impact on the management of service operations; four of them were discussed by many researchers and two were recommended by the author. The quality of service and its dimensions compared to the quality and dimensions of product are viewed as a comparative between them.The determination of perceptions of the customer, and how the company response to the according to the three levels as proposed by Kano’s model. Introduce the ServQual method or the five gaps, as an important way to treat quality of service as an integrated process, and a systematic way to improve service. The main trends in quality of service development were discussed. Then a brief discussion was included.

• Details
• Contents