Jakość w procesie świadczenia usług wewnętrznych

• Autorzy: Kłosowski A.

Identyfikatory

DOI

10.15199/46.20157-8.8

Warianty tytułu

EN

Internal service quality

• Języki publikacji: PL

Abstrakty

EN

The Service sector was an intensive research area for over the last three decades. The Service quality was perceived at the time mostly from the perspective of external clients being the final addressees of the Service entities' offer. Whereas, two separate areas, but related in terms of quality, operate inseparably in the Service providing process. The first one refers to an external perspective while the second - the internal services process - concerns a number of operational elements running within the organization and generating certain functional relationships and interactions between various participants of the service process. This paper explores the nature of internal semce and the construct of internal service quality in service encounters. Separate attention is paid to the dimensionality of internal service quality as perceived by a set of internal customers of an Organizational units. And finally, the article provides theoretical and managerial implications of the relationships and interactions occurring between suppliers and their clients in the context of organizational functions and methods of measuring the quality of internal services.

Słowa kluczowe

PL

jakość; świadczenie usług wewnętrznych

EN

quality; internal service

• Wydawca: Wydawnictwo SIGMA-NOT
• Czasopismo: Problemy Jakości
• Rocznik: 2015
• Tom: R. 47, nr 7-8
• Strony: 42--49
• Opis fizyczny: Bibliogr. 29 poz., rys.

Twórcy

autor

Kłosowski A.

• doktorant w Katedrze Marketingu Wydziału Zarządzania Uniwersytetu Warszawskiego.

Bibliografia

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