EXPECTED AND PERCEIVED BY THE CONSUMERS OF QUALITY OF SERVICE: QUESTIONS OF FORMATION AND EVALUATION


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Abstract

В статье рассматриваются основные проблемы оценки качества услуг с учетом их специфических особенностей. Проведено сравнение ожидаемого и воспринимаемого потребителями качества услуг. В частности, представлен процесс формирования ожидаемого потребителями качества услуг, выделены направления комплексного исследования восприятия качества услуг в рамках оценки качества исполнения услуг и оценки качества обслуживания.

About the authors

E. A. Kurnosova

Department of Economics, Samara State University, Samara, 443011, Russian Federation.

Author for correspondence.
Email: morenov.sv@ssau.ru

References

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