| Title |
Klientų aptarnavimo kultūros gerinimas (Šiaulių apskrities valstybinės mokesčių inspekcijos pagrindu) / |
| Translation of Title |
Customer service culture improvement(according to Siauliai Country State Tax Inspectorate). |
| Authors |
Poškuvienė, Janina |
| Full Text |
|
| Pages |
77 |
| Keywords [eng] |
customer ; customer service ; culture |
| Abstract [eng] |
Organizational culture and its relations with service culture are analyzed in the master’s work. Accentuated described by various authors organizational culture influencing factors that affect customer service culture. It was determined that the main customer service affecting factor is human factor. It was established personnel motivation, training in-service, executive and staff personal approach impact to customer service improvement. In Siauliai Country State Tax Inspectorate customer service culture was analyzed from customers and personnel point of view and also was prepared suggestions how customer service culture could be improved in this organization. In master’s work the author hypothesized that customers make decisions about organizational culture according to the level of their service culture. This hypothesis was confirmed. |
| Type |
Master thesis |
| Language |
Lithuanian |
| Publication date |
2008 |
