Front office: Role positions and risks of maintaining standards of service quality

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.


Issue Date:
Feb 16 2010
Publication Type:
Journal Article
DOI and Other Identifiers:
10.22004/ag.econ.94676
ISSN 1804-0519 (Print) ISSN 1804-0527 (Online) (Other)
Record Identifier:
https://ageconsearch.umn.edu/record/94676
PURL Identifier:
http://purl.umn.edu/94676
Published in:
Perspectives of Innovations, Economics, and Business
04, 1
Page range:
80-81
Total Pages:
2
JEL Codes:
L80; M12




 Record created 2017-04-01, last modified 2020-10-28

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