THE IMPACT OF THE SERVICE PROVIDER AND ТHE SERVICE RECIPIENT ON THE QUALITY OF THE SERVICE IN DIFFERENT SERVICE SYSTEMS
Faculty of Engineering Sciences, Kragujevac
The goal of each service process should be an excellent service that satisfies the user and meets the strategic goals of the company. It is usually the result of careful design and delivery of a whole set of interconnected processes, subprocesses, operations, or activities. When it comes to processes, it's not just about the part where the user receives the service. Service providers consistently meet customer expectations, manage the chain of processes from the beginning to the end, whose last link is providing service to the user. In this paper, a systematic overview of literature was given, where, as the criteria, when selecting papers from the field that was the subject of research, were: time distance, i.e. the papers in the past five years have been analyzed, as well as the main actors in the service process and their impact on the level of quality of the service provided - the provider and the recipient of the service.
quality, service, service provider, serive recipient