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HUMAN CAPITAL AS A SIGNIFICANT FACTOR OF THE QUALITY OF SERVICES
The aim of the article is to highlight the need for quality human capital in enterprises services that significantly affect their success. An important prerequisite to fulfilling the company's success and customer satisfaction is effective communication, motivation and communication skills . Communication among employees and customers, employees themselves as well as employees and employers help to increase the effectivity quality of services. Quality of service from the customer's perspective is also expressed through personal qualities, knowledge and motivation. In a service business, employees must perform work on its fulfillment of the requirements personality and professional. The attention is dedicated to the communication with the customers as an innovation factor and the suggestions for the increasing of the quality services and customers’ satisfaction, also internal and external communications, categories of workers in the provision of services.
Vydanie: 2017/1 Strany: 27-32 Klasifikácia JEL: J24, M12, E21
DOI:
Kľúčové slová: human capital, quality of services, communication, customers´ satisfaction, motivation
Sekcia: HUMAN RESOURCES AND PERSONNEL MANAGEMENT
Kontakty:
Anna Marhefková, Ing.
Faculty of Business Management
University of Economics in Bratislava
Dolnozemská cesta 1
852 35 Bratislava
e-mail: anna.marhefkova@fopss.sk
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