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PROBLEMS OF MODERN ECONOMICS, N 1 (37), 2011
ECONOMICS AND MANAGEMENT IN THE SPHERE OF SERVICES
Rudakova O. Yu.
Assistant Professor, Chair of Marketing and Advertisement, South-Russian State University of Economy and Services (Shakhty)

Management of services quality of consumer services enterprises: methodological principles (Russia, Shakhty)
The article discusses the use of quality management in relation to enterprises of consumer services, distinguishes factors that constitute the concept of quality of consumer services, and analyzes methods of quality controls within the framework of marketing and logistic approaches
Key words: consumer service, system of quality management, control over the quality



Литература
1. Тед Марра. Создание организации, ориентированной на потребителя [электронный ресурс] www://iso9000200.narod.ru
2. Николай Руженцев Стандартизация и оценка соответствия в сфере сервиса услуг // Стандартизация СТК. — 2000. — № 10. — 2000. — С 85–89.
3. Подходы к управлению качеством услуг: фокус на потребителе [электронный ресурс] http://www.dis.ru/library/manag/archive/2005/2/3758.html
4. Всеобщее управление качеством [электронный ресурс] http://ru.wikipedia.org
5. Управление качеством и Ваш бизнес [электронный ресурс] http://www.dist-cons.ru/modules/qualmanage/section1.html

Article in russian

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