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Article

Искренний сервис как фактор качества в сфере услуг

Штроо В. А., Костылева П. Ю.

The purpose of this paper is to discuss the problem of the service quality assessment and its parameters and criteria. The paper includes an analysis of the emotional part of the process of consuming and providing services, the analysis carried out in the context of the Experience Economy through such scientific concepts as "emotional labor" and "emotional intelligence". The article proposes the theoretical model of "sincere service" based on the assumption that both employee and client have a desire for realization of real feelings.