<abstract xmlns="http://www.w3.org/1999/xhtml"><p>In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.</p></abstract>

In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

The process approach to service quality management

Department of Production Engineering and Safety, Faculty of Management

Production Engineering Archives

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"The process approach to service quality management"}

In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical...

The process approach to service quality management

Published Online: Nov 14, 2018

Page range: 31 - 34

Received: Dec 18, 2017

Accepted: Feb 19, 2018

DOI: https://doi.org/10.30657/pea.2018.18.05

Keywords
process management, service management, service quality, service quality model

© 2017 Kamila Kowalik et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

The process approach to service quality management

Published Online: Nov 14, 2018

Page range: 31 - 34

Received: Dec 18, 2017

Accepted: Feb 19, 2018

DOI: https://doi.org/10.30657/pea.2018.18.05

Keywordsprocess management, service management, service quality, service quality model

© 2017 Kamila Kowalik et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
process management, service management, service quality, service quality model