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The process approach to service quality management

. Process management of service safety, W: Legal and Intangible Aspects of Safety, M. Niciejewska, J. Lewandowski (red.), Oficyna Wydawnicza SMJiP, Częstochowa. L ovelock , C., W ritz , J. 2007. Service Marketing-People, Technology, Strategy , Pearson Prentice Hall. M eidutė -K avaliauskienė , I., A ranskis , A., L itvinenko , M. 2014. Customer Satisfatcion with the quality of logistics services, Procedia – Social and Behavior Sciences, 110, 330-341, DOI: 10.1016/j.sbspro.2013.12.877 M endling , J., B aesens , B., B ernstein , A., F ellmann , M. 2017

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