Modelowanie oczekiwań klientów firm konsultingowych

• Autorzy: Mariusz Branowski

Warianty tytułu

Modelling Customer Expectations in Consulting Firms

• Języki publikacji: PL

Abstrakty

W pracy przedstawiono zastosowanie metod symbolicznych, w szczególności logiki wielowartościowej, do modelowania oczekiwań klientów firm konsultingowych. Modele te służą do identyfikacji rodzaju i poziomu oczekiwań, ich struktury i zmian w czasie. Za pomocą selektorów i kompleksów oczekiwań przeanalizowano problemy podobieństwa oczekiwanych i uzyskanych wyników procesu usługowego oraz problem identyfikacji sprzecznych oczekiwań. Przedstawiono również uwagi dotyczące wykorzystania metod symulacyjnych do modelowania oczekiwań klientów.(abstrakt oryginalny)

EN

The paper presents the usage of symbolic methods, particularly of the variable-valued logic, to the modelling of customer expectations in consulting firms. Such models should assure the identification of expectations, their level, the structure and changes in time. Using selectors and complexes of expectations problems of the resemblance of expected and obtained outcomes of the service-process and the identification of contradictory expectations were analyzed. Some remarks related to the application of simulation methods to customer expectations modelling were presented.(original abstract)

Słowa kluczowe

PL

Preferencje konsumenta; Modelowanie konsumpcji; Konsulting; Przedsiębiorstwo konsultingowe; Przegląd literatury

EN

Consumer preferences; Modeling consumption; Consulting; Consulting firms; Literature review

• Czasopismo: Prace Naukowe Instytutu Organizacji i Zarządzania Politechniki Wrocławskiej. Studia i Materiały
• Rocznik: 2007
• Tom: 25
• Numer: nr 83
• Strony: 257--273

Twórcy

autor

Mariusz Branowski

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