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TOTAL SERVICE MANAGEMENT APPLICATION IN PASSENGER LOGISTICS

The main aim of service oriented enterprise is to provide services with high
customer satisfaction. This paper deals with the issue of increasing the quality of
services, which is based on the Total Service Management. By using tools and methods
such as the Gap model, the „blueprinting“ method and TSM model, it can be applied
within the process of transportation. Enhancing the working environment, thereby
making employees more productive and improving access to customers. It is important
to build solid customer relationships from initial contact through order acquisition
and service. However, it is also essential to quickly resolving complaints concerning
transportation service, thereby minimizing customer concerns and enhancing
customer relations. Increase the effectiveness by eliminating the gap between the
expectations of passenger and the perception of transport service provider.

Authors: Eva NEDELIAKOVA, Vladimira STEFANCOVA, Stefan KUDLAC
Keywords: Total Service Management, quality, process, passenger logistics
Volume: LOGI 2016 (Volume: 7)
Issue: Number: 2
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