QUALITY OF SERVICES AND PROCESS OF THEIR PROVISION: SYSTEM OF THE REQUIREMENTS, PROBLEMS OF MANAGEMENT


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Abstract

The quality of the services and process of their provision remains one of the key problems in the scope of enterprises development in the service sector. In the situation of intensification of competition for customers, enterprises of the service sector strive to constant growth of services quality on the base of efficient management of the services provision process. The purpose of the study is to systematize and define the requirements applied to quality of the services and process of their provision; identification of the main problems of management of the services provision process at the enterprises of the service sector, and presentation of the possible ways to solve them. Methodological base of the work is represented by general scientific methods: analysis, induction and deduction, empirical generalization, and study of the cause-and-effect relationship. The range of the dominant requirements applied to quality of the services provision process is determined by strategic conceptions of enterprises in the service sector, constant attention of senior management to quality of the services and process of their provision, establishing of high standards, tendency and reaching full satisfaction of producers and consumers of the services. The work reveals main problems of management of the services provision process, which are conditioned by difficulty of determination of consumers’ satisfaction level, absence of personal interest of the service providers in the course of their working practice, insufficiency of the creative potential, high dynamic of information flow, financial difficulties. In order to solve the identified problems a few variants are offered to improve quality of the services provision process and management activity of enterprises in the service sector; the ways to modernizations of traditional management of the services provision process are shown. Practical importance of the work makes certain contribution to increasing the efficiency of management activity of enterprises in the service sector. The area of application of the received results of the study is represented by the possibility of the use for the future theoretical and practical development that provide qualitative development of management of the services provision process at the enterprises in the service sector.

About the authors

Anastasia Vladimirovna Moryakova

Volga State University of Service, Togliatti

Author for correspondence.
Email: a.v.moryakova@yandex.ru

candidate of economic sciences, Associate Professor of Department «Economy, Organization and Commercial Activity»

Russian Federation

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