A research on characteristics of service managers in Serbia

Abstract

The paper presents the results of the research on characteristics and attitudes of service managers in Serbia. The research was carried out through two surveys (Survey 1 and Survey 2). Survey 1 included 100 service managers, and Survey 2 included 80 'other' managers (managers whose managing function is not in the field of services). Other managers are the control group in the research. The research was carried out in Serbian companies, regardless of the branch of business and the ownership form of the company. Small businesses which have fewer than 20 employees were not included in the research. The principal results are the following: service managers underscore most the importance of knowledge of service and technology, services quality is the most important criterion when assessing successful work of service managers; the most important prerequisites for successful work of service managers are mastered technology and cornered market, and in the field of education and improvement of service managers universities should have the leading role. Adequate application of the obtained results may contribute to the improvement of not only service but also overall business results of Serbian companies. The results may also be important for other countries in transition.