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Front Office: Role Positions And Risks Of Maintaining Standards Of Service Quality

Author

Listed:
  • SVETLANA BARONENE

    (Department of Management State University Higher School of Economics, Russia)

Abstract

Studies show that one of the key reasons for this development lays in the fact, that the effects of the value added and customer satisfaction appears in the process of communicating with the so-called contact personnel. This article observes the role repertoire used by contact personnel during a service, formulates the requirements for standardization procedures and define the risks that arise at various stages of the process from development to implementation.

Suggested Citation

  • Svetlana Baronene, 2010. "Front Office: Role Positions And Risks Of Maintaining Standards Of Service Quality," Perspectives of Innovation in Economics and Business (PIEB), Prague Development Center, vol. 4(1), pages 80-81, February.
    • Handle: RePEc:pdc:jrpieb:v:4:y:2010:i:1:p:80-81
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    More about this item

    Keywords

    Standards; competencies; services; risks of service quality; role repertoire of contact staff.;
    All these keywords.

    JEL classification:

    • L80 - Industrial Organization - - Industry Studies: Services - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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