Systems of critical evaluation of quality indicators of services
Автор: Makarovskaia Anna I., Semchenko Anzhelika A.
Журнал: Вестник факультета управления СПбГЭУ @vfu-spgeu
Рубрика: Управление качеством и повышение конкурентоспособности в условиях цифровой экономики
Статья в выпуске: 3-1, 2018 года.
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The research focuses on the comparative characteristics of methods for assessing the quality of service. The advantages and disadvantages of the critical incidents technique, SERVQUAL model, SERVPERF model, INDSERV scale, Kano model have been studied and summarized. The main categories of each method are analyzed, similarities and differences are determined. The data obtained are summarized and tabulated.
Quality, quality management, critical incidents technique, метод servqual, servqual model, метод servperf, servperf model, метод indserv, indserv scale, kano model, service quality
Короткий адрес: https://sciup.org/148319640
IDR: 148319640
