Процесът – ключов елемент в управление на операциите на услуги

Abstract

The process is one of the most significant elements in the customer’s assessment of service quality. Improving the service process is a key means not only of increasing customer satisfaction and value added, but also of reducing costs and generating higher profit. The present paper aims at offering a point of view for understanding the service processes and their variety in different types of services. It also suggests conclusions as regards to designing, managing, developing and improving of service processes to gain competitive advantage.