SERVICE QUALITY MANAGEMENT IN TERM OF IHRM CONCEPT AND THE EMPLOYEE INTERNATIONALIZATION

• Main Authors: Dorota Klimecka-Tatar, Manuela Ingaldi
• Format: Article
• Language: English
• Published: Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia 2021-09-01
• Series: International Journal for Quality Research
• Subjects: quality management; quality improvement; human resources management; international human resources management
• Online Access: http://ijqr.net/journal/v15-n3/5.pdf

Patient safety during medical procedures and services is a priority issue. However, the patient can interpret this safety at various levels and this affects the perception and quality assessment. In the paper the method of evaluating the quality of medical services in term of improving the potential of employees in an international service enterprise has been presented. These methods based on the conceptual service quality model in the context of development and International Human Resources Management (IHRM). The research took the form of a questionnaire, which was filled in by customers after using the services of the dental office. The research included five areas for improvement in the field of Human Resources Management, based on the priority: first impression, knowledge, competence, involvement, empathy, i.e. important features of employees which can influence customers satisfaction. It has also been proposed to introduce quality evaluation indicators (QE) and acceptance of international employee group index (AI) that indicate internal recommendations to improve the quality of service and recommendations for the improvement and development of the company in terms of human resource management in the light of globalization and the migration of professionals. Proposition of the service quality model in the context of development and International Human Resources Management in enterprise providing medical services was presented. Specific methodology to evaluate the quality of medical services in terms of improving the potential of employees in an international service enterprise was proposed.