Service Quality and Process Maturity Assessment

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F13%3A43870139" target="_blank" >RIV/70883521:28120/13:43870139 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Service Quality and Process Maturity Assessment

Original language 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 ownmethodology 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 acorrelation 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.

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

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Continuities

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Publication year

2013

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Journal of Competitiveness

ISSN

1804-171X

e-ISSN

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Volume of the periodical

5

Issue of the periodical within the volume

4

Country of publishing house

CZ - CZECH REPUBLIC

Number of pages

14

Pages from-to

43-56

UT code for WoS article

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EID of the result in the Scopus database

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