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An Entity of Type : http://linked.opendata.cz/ontology/domain/vavai/Vysledek, within Data Space : linked.opendata.cz associated with source document(s)

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Description
  • This article deals with service quality and the methods for its measurement and improvements to reach so called service excellence. Besides older methods as SERVQUAL and SERPERF there are also shortly described capability maturity models on which the own methodology is developed and used for process maturity assessment in organizations providing technical services. This method is equally described and accompanied by examples on pictures. The verification of method functionality is explored on finding a correlation between service employee satisfaction and average process maturity in a service organization. The results seem to be quite promising and open an arena for further studies.
  • This article deals with service quality and the methods for its measurement and improvements to reach so called service excellence. Besides older methods as SERVQUAL and SERPERF there are also shortly described capability maturity models on which the own methodology is developed and used for process maturity assessment in organizations providing technical services. This method is equally described and accompanied by examples on pictures. The verification of method functionality is explored on finding a correlation between service employee satisfaction and average process maturity in a service organization. The results seem to be quite promising and open an arena for further studies. (en)
Title
  • Service Quality and Process Maturity Assessment
  • Service Quality and Process Maturity Assessment (en)
skos:prefLabel
  • Service Quality and Process Maturity Assessment
  • Service Quality and Process Maturity Assessment (en)
skos:notation
  • RIV/70883521:28120/13:43870139!RIV14-MSM-28120___
http://linked.open...avai/riv/aktivita
http://linked.open...avai/riv/aktivity
  • V
http://linked.open...iv/cisloPeriodika
  • 4
http://linked.open...vai/riv/dodaniDat
http://linked.open...aciTvurceVysledku
http://linked.open.../riv/druhVysledku
http://linked.open...iv/duvernostUdaju
http://linked.open...titaPredkladatele
http://linked.open...dnocenehoVysledku
  • 104791
http://linked.open...ai/riv/idVysledku
  • RIV/70883521:28120/13:43870139
http://linked.open...riv/jazykVysledku
http://linked.open.../riv/klicovaSlova
  • SERVQUAL, SERVPERF, service excellence, capability maturity models, business process management, balanced scorecard, employee satisfaction index (en)
http://linked.open.../riv/klicoveSlovo
http://linked.open...odStatuVydavatele
  • CZ - Česká republika
http://linked.open...ontrolniKodProRIV
  • [B22C3D50FA67]
http://linked.open...i/riv/nazevZdroje
  • Journal of Competitiveness
http://linked.open...in/vavai/riv/obor
http://linked.open...ichTvurcuVysledku
http://linked.open...cetTvurcuVysledku
http://linked.open...UplatneniVysledku
http://linked.open...v/svazekPeriodika
  • 5
http://linked.open...iv/tvurceVysledku
  • Šerek, Radomír
issn
  • 1804-171X
number of pages
http://localhost/t...ganizacniJednotka
  • 28120
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