Αξιολόγηση και βελτίωση της ποιότητας υπηρεσιών

• Main Authors: Chytiris, Leonidas, Anninos, Loukas, Χυτήρης, Λεωνίδας, Άννινος, Λουκάς
• Format: 7
• Language: Greek
• Published: 2016
• Subjects: ΠΟΙΟΤΗΤΑ; ΥΠΗΡΕΣΙΕΣ; ΜΑΝΑΤΖΜΕΝΤ; ΠΟΙΟΤΗΤΑ ΥΠΗΡΕΣΙΩΝ; ΑΝΘΡΩΠΙΝΟΙ ΠΟΡΟΙ; ΜΕΤΡΗΣΗ ΠΟΙΟΤΗΤΑΣ ΥΠΗΡΕΣΙΩΝ; Quality; Services; Management; Service Quality; Human Resources; Service Quality Measurement

The chapter presents the concept of business excellence and makes a brief reference to relevant frameworks. Further on, the chapter refers to service quality frameworks, describes the meaning and significance of service recovery and effective complaint management as well as the meaning and types of...