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Book chapter

Проблема качества в сфере услуг: от эмоционального труда до «искреннего сервиса»

С. 369-377.
Штроо В. А., Костылева П. Ю.

This paper discusses the difficulty of assessing service quality, as well as its parameters and criteria. The emotional component of the process in providing and consuming services in the context of the economy experiences is emphasized. The relationship between two concepts "emotional labor" and "emotional intelligence" are analyzed. The necessity of the further development of "sincere service" model is indicated.