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Research at Burgas Free University >
2. Издания на БСУ от международни конференции / Collection of Papers of BFU from International Conferences >
2011. Взаимодействието теория - практика: Ключови проблеми и решения. Том 1 >
Please use this identifier to cite or link to this item:
http://research.bfu.bg:8080/jspui/handle/123456789/215
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| Title: | Процесът – ключов елемент в управление на операциите на услуги |
| Other Titles: | The process as a key element of service operations management |
| Authors: | Yorgova, Yulia |
| Keywords: | service process
service matrix
service operations management |
| Issue Date: | 2011 |
| Publisher: | Burgas Free University, 62, San Stefano Str., 8001 Burgas, Bulgaria |
| Citation: | International research conference ,“Interaction of theory and practice: key problems and solutions”, Burgas, 24 - 25 june 2011 |
| Series/Report no.: | BFU_MK_2011_TOM_I;str-386 |
| 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. |
| Description: | International research conference 2011 |
| URI: | http://research.bfu.bg:8080/jspui/handle/123456789/215 |
| ISBN: | 978-954-9370-78-2 |
| Appears in Collections: | 2011. Взаимодействието теория - практика: Ключови проблеми и решения. Том 1
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