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Service quality and process maturity assessment

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dc.title Service quality and process maturity assessment en
dc.contributor.author Šerek, Radomír
dc.relation.ispartof Journal of Competitiveness
dc.identifier.issn 1804-171X Scopus Sources, Sherpa/RoMEO, JCR
dc.identifier.issn 1804-1728 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2013
utb.relation.volume 5
utb.relation.issue 4
dc.citation.spage 43
dc.citation.epage 56
dc.type article
dc.language.iso en
dc.publisher Tomas Bata University in Zlín
dc.publisher Univerzita Tomáše Bati ve Zlíně (UTB) cs
dc.identifier.doi 10.7441/joc.2013.04.03
dc.relation.uri https://www.cjournal.cz/index.php?hid=clanek&bid=archiv&cid=150&cp=
dc.subject SERVQUAL en
dc.subject SERVPERF en
dc.subject service excellence en
dc.subject capability maturity models en
dc.subject business process management en
dc.subject balanced scorecard en
dc.subject employee satisfaction index en
dc.description.abstract This article deals with service quality and the methods for its measurement and improvements to reach the so called service excellence. Besides older methods such as SERVQUAL and SERPERF, there are also shortly described capability maturity models based 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
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1007065
utb.identifier.rivid RIV/70883521:28120/13:43870139!RIV14-MSM-28120___
utb.identifier.obdid 43870363
utb.identifier.wok 000435293100003
utb.source j-orig
dc.date.accessioned 2017-07-25T08:54:52Z
dc.date.available 2017-07-25T08:54:52Z
dc.rights Attribution 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by/4.0/
dc.rights.access openAccess
utb.contributor.internalauthor Šerek, Radomír
utb.fulltext.affiliation Ing. Radomír Šerek Tomas Bata University in Zlín, Faculty of Management and Economics Mostní 5139, 76001 Zlín, Czech Republic Email: radomir.serek@volny.cz
utb.fulltext.dates -
utb.fulltext.sponsorship -
utb.wos.affiliation [Serek, Radomir] Tomas Bata Univ Zlin, Fac Management & Econ, Mostni 5139, Zlin 76001, Czech Republic
utb.fulltext.projects -
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Attribution 4.0 International Except where otherwise noted, this item's license is described as Attribution 4.0 International