Controlling in the Context of Socio-Economic Factors of Service Quality Management

DOI

10.2991/emt-19.2019.4How to use a DOI?

Keywords

controlling, quality management, social aspects, human resources, service

Abstract

Internationalization, globalization, and the entry of foreign producers into the national market shift the requirements for quality of services continually to a higher level due to competition. The quality of service is built on the quality of human resources, on the mutual interaction of the customer and the service provider. The contact person is the crucial link between the internal and external environment of the service enterprise and creates the perceived quality for the customer. The article assesses the impact of controlling implementation, in the context of quality management implementation, on workers in the direct contact with the customer. Based on the results of an empirical survey, to identify positive and negative factors that create a feeling of satisfaction or dissatisfaction, and it is passed on to the customer. The identified socio-economic factors affect directly or indirectly the quality of the service delivery. On the basis of the achieved results, a model has been proposed focusing on the socio-economic factors that affect the satisfaction of the contact persons and their loyalty, in the context of other factors involved in quality creation in service enterprises. By respecting these factors and relationships, service processes can be continually improved. The model is a part of the implementation of the quality management, and its aim is to point out the importance of finding and solving staff's satisfaction. The gradual implementation of the quality management system with the control support will allow more effective quality enhancement, thereby achieving a better company name and stability in the service market.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Jarmila Klementová
PY  - 2019/05
DA  - 2019/05
TI  - Controlling in the Context of Socio-Economic Factors of Service Quality Management
BT  - Proceedings of the International Conference on Economics, Management and Technology in Enterprises 2019 (EMT 2019)
PB  - Atlantis Press
SP  - 14
EP  - 18
SN  - 2352-5428
UR  - https://doi.org/10.2991/emt-19.2019.4
DO  - 10.2991/emt-19.2019.4
ID  - Klementová2019/05
ER  -