There is originated a new understanding about the structure, measurement and
establishment standards of monitoring, control and evaluation of service quality
according to different authors, and there is presented different attitudes about the
structural, managerial and measurement dimensions of service according to J. A.
Czepiel, M. R. Solomon and C. F. Surprenant (Czepiel, Solomon, Surprenant, 1985).
Service quality management as a process is the interdisciplinary object of scientific
researches, which covers different introduction concepts of quality concerning the
process of service quality management and appropriation of the firm’s
competitiveness.
There is originated a new understanding about the structure, measurement andestablishment standards of monitoring, control and evaluation of service qualityaccording to different authors, and there is presented different attitudes about thestructural, managerial and measurement dimensions of service according to J. A.Czepiel, M. R. Solomon and C. F. Surprenant (Czepiel, Solomon, Surprenant, 1985).Service quality management as a process is the interdisciplinary object of scientificresearches, which covers different introduction concepts of quality concerning theprocess of service quality management and appropriation of the firm’scompetitiveness.
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