Perspectives of Innovations, Economics and Business

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Volume 4
Issue 1
Online publication date 2010-02-10
Title Front office: Role positions and risks of maintaining standards of service quality
Author Svetlana Baronene
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.
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Keywords Standards, competencies, services, risks of service quality, role repertoire of contact staff.
DOI http://dx.doi.org/10.15208/pieb.2010.21
Pages 80-81
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