The essential ingredients of service triangle model are analyzed – the vision, or service strategy, for the product or service; the customer-oriented staff; the customer-friendly systems. The system approach is applied to the model and three basic support systems are identified – capacity...

This paper focuses on the perception gaps between front office and back office, which are tightly connected according to theoretically constructed service pyramid model. It is believed the connection between front and back office has domino effect on the way front office treats customers. In...

Bulgarian Abstract: В статията се представя методика за разработване на сервизни планове чрез подхода 5W(1H). Обоснована е липсата методика, използвани подходи и...