STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL
Nowadays pharmacy organizations are actively introducing customer service standards into their activity. Efficiency of their introduction depends from the whole range of factors including the recognition of their significance and necessity by every expert. The purpose of the study is to compare the ...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | Russian |
| Published: |
Volgograd State Medical University, Pyatigorsk Medical and Pharmaceutical Institute
2015-11-01
|
| Series: | Фармация и фармакология (Пятигорск) |
| Subjects: | |
| Online Access: | https://www.pharmpharm.ru/jour/article/view/158 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1839574363063451648 |
|---|---|
| author | O. A. Kulikova L. I. Lavrentyeva |
| author_facet | O. A. Kulikova L. I. Lavrentyeva |
| author_sort | O. A. Kulikova |
| collection | DOAJ |
| description | Nowadays pharmacy organizations are actively introducing customer service standards into their activity. Efficiency of their introduction depends from the whole range of factors including the recognition of their significance and necessity by every expert. The purpose of the study is to compare the opinions of directors and pharmaceutical personnel about the use of pharmacy organizations activity standards of customer service. 50 directors and 50 pharmacy organization workers participated in the questionnaire. The study included the revelation of respondents’ attitude towards the service standards, estimation of their positive and negative sides, analysis of the necessary requirements and standards structure, revelation of the most hard- and easy-to-use sections of service standards. We have established that both categories of respondents noted a big number of positive sides of work following standards, including the influence on the goods turnover, service quality, and customer attraction. But some directors and personnel members were negative or neutral about the service standards. We have revealed that the implementation of standard sections about communication with a customer by the phone and conflict situations resolution were the biggest problem for the personnel. There are differences in opinions of directors and pharmaceutical personnel about the necessary structure and content of customer service standards in pharmacy organizations. The results obtained should be used for the management functions realization regarding the service standards. |
| format | Article |
| id | doaj-art-3cd62f1cb0a8463f9cb2086fd94e26d3 |
| institution | Matheson Library |
| issn | 2307-9266 2413-2241 |
| language | Russian |
| publishDate | 2015-11-01 |
| publisher | Volgograd State Medical University, Pyatigorsk Medical and Pharmaceutical Institute |
| record_format | Article |
| series | Фармация и фармакология (Пятигорск) |
| spelling | doaj-art-3cd62f1cb0a8463f9cb2086fd94e26d32025-08-04T13:58:38ZrusVolgograd State Medical University, Pyatigorsk Medical and Pharmaceutical InstituteФармация и фармакология (Пятигорск)2307-92662413-22412015-11-0135(12)505410.19163/2307-9266-2015-3-5(12)-50-54158STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNELO. A. Kulikova0L. I. Lavrentyeva1Yaroslavl State Medical University, YaroslavlYaroslavl State Medical University, YaroslavlNowadays pharmacy organizations are actively introducing customer service standards into their activity. Efficiency of their introduction depends from the whole range of factors including the recognition of their significance and necessity by every expert. The purpose of the study is to compare the opinions of directors and pharmaceutical personnel about the use of pharmacy organizations activity standards of customer service. 50 directors and 50 pharmacy organization workers participated in the questionnaire. The study included the revelation of respondents’ attitude towards the service standards, estimation of their positive and negative sides, analysis of the necessary requirements and standards structure, revelation of the most hard- and easy-to-use sections of service standards. We have established that both categories of respondents noted a big number of positive sides of work following standards, including the influence on the goods turnover, service quality, and customer attraction. But some directors and personnel members were negative or neutral about the service standards. We have revealed that the implementation of standard sections about communication with a customer by the phone and conflict situations resolution were the biggest problem for the personnel. There are differences in opinions of directors and pharmaceutical personnel about the necessary structure and content of customer service standards in pharmacy organizations. The results obtained should be used for the management functions realization regarding the service standards.https://www.pharmpharm.ru/jour/article/view/158service standarddirectorpharmaceutical personnelpharmacy organization |
| spellingShingle | O. A. Kulikova L. I. Lavrentyeva STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL Фармация и фармакология (Пятигорск) service standard director pharmaceutical personnel pharmacy organization |
| title | STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL |
| title_full | STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL |
| title_fullStr | STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL |
| title_full_unstemmed | STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL |
| title_short | STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL |
| title_sort | standards for the pharmacy customer service opinions of directors and pharmaceutical personnel |
| topic | service standard director pharmaceutical personnel pharmacy organization |
| url | https://www.pharmpharm.ru/jour/article/view/158 |
| work_keys_str_mv | AT oakulikova standardsforthepharmacycustomerserviceopinionsofdirectorsandpharmaceuticalpersonnel AT lilavrentyeva standardsforthepharmacycustomerserviceopinionsofdirectorsandpharmaceuticalpersonnel |