Service Quality Assessment as the Basis of Human Resources Management in Organization

Student: Baklanova Yana

Supervisor: Ekaterina Pavlovna Zagorodnova

Educational Programme: Bachelor

Year of Graduation: 2014

Sphere of services is one of the fastest growing sectors of the global economy.Companies operating in this field need to constantly improve their activity as an emerging market causes the influx of new competitors and at the same time provides an opportunity to form a sustainable competitive advantage.One of the most important factors of companies competitiveness is the quality of services provided to consumers, which directly depends on the personnel. Staff in the field of fitness is an integral part of the final product or service. Thus, the effective human resources management (HRM) is becoming one of the most important functions of organization. This work is devoted to the definition of management practices by assessing the quality of services provided by fitness clubs.

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