Economic Themes (2008) 46 (3) 12, 181-194
Boško Vojnović
Abstract: Effectiveness and the course of business processes in service systems is conditioned by high-quality service, proper management and being oriented to market. Reaching good quality is gained by promotive actions designed for customers and by defining the criteria referring to those employed. In addition, a high-quality service should satisfy marketing aspect (to be better than competitors, to make users satisfied), social aspect (protection of environment, people's and customers' health) and economic aspect (efficiency of the system, larger profit and long-term increase and development of the business system).
Keywords: quality of the service; elements of the quality; training; business process; quality tools
MANAGEMENT OF THE SERVICES QUALITY
Boško Vojnović
Abstract: Effectiveness and the course of business processes in service systems is conditioned by high-quality service, proper management and being oriented to market. Reaching good quality is gained by promotive actions designed for customers and by defining the criteria referring to those employed. In addition, a high-quality service should satisfy marketing aspect (to be better than competitors, to make users satisfied), social aspect (protection of environment, people's and customers' health) and economic aspect (efficiency of the system, larger profit and long-term increase and development of the business system).
Keywords: quality of the service; elements of the quality; training; business process; quality tools
