Potencjalni klienci a konsumenci

• Autorzy: Monika Boguszewicz-Kreft

Warianty tytułu

Potential Clients versus Customers

• Języki publikacji: PL

Abstrakty

W procesie świadczenia usługi często dochodzi do kontaktu potencjalnych klientów z konsumentami, którzy dokonują zakupu usługi i jej konsumpcji. Ich obecność stanowi komunikat o rodzaju i jakości doświadczenia z usługi, może zatem wpływać na intencje nabywcze klientów. (abstrakt oryginalny)

EN

In the service delivery process it often happens that clients come in contact with customers who simultaneously buy and consume a given service. They are a part of this service and their presence gives information to the clients about the type and quality of the service determining their buying intentions. (original abstract)

Słowa kluczowe

PL

Klient; Konsument; Konsumpcja usług; Zachowania konsumenta

EN

Customer; Consumer; Services consumption; Consumer behaviour

• Czasopismo: Ekonomika i Organizacja Przedsiębiorstwa
• Rocznik: 2009
• Numer: nr 12
• Strony: 51--58

Twórcy

autor

Monika Boguszewicz-Kreft

• Uniwersytet Gdański

Bibliografia

• 1. Baron S., Harris K., Services Marketing. Text and Cases, Palgrave, Great Britain 2003.
• 2. Berry L. L, Cooper L., Competing With Time-Saving Service, [w:] C.H. Lovelock, Services Marketing, Prentice Hall, Englewood Cliffs, New Jersey 1991, s. 169-175.
• 3. Bitner M. J., Booms B. H., Mohr L. A., Critical Service Encounters: The Employee's View- point, „Journal of Marketing" April 1994, Vol. 56, Issue 2, s. 95-106.
• 4. Franken R. E., Psychologia motywacji, Gdańskie Wydawnictwo Psychologiczne, Gdańsk 2005.
• 5. Grove S. J., Fisk R. R, The Impact of Other Customers on Service Experiences: A Critical Incident Examination of 'Getting Along', „Journal of Retailing" 1997, Vol. 73, Issue 1, s. 63-85.
• 6. Honebein P. C., R. F. Cammarano, Creating Do-lt-Yourself Customers, Thomson, Mason 2005.
• 7. Hornik J., Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior, „Journal of Consumer Research", June 1984, Vol. 11, Issue 1, s. 615-618.
• 8. Hui M. K., Bateson J. E. G., Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience, „Journal of Consumer Research", September 1991, Vol. 18, Issue 2, s. 174-184.
• 9. Jones T. O., Sasser, Jr, W. E., Why Satisfied Customers Defect, „Harvard Business Re-view", November-December 1995, Vol. 73, Issue 6, s. 88-99.
• 10. Lehtinen U., Lehtinen J. R, Two Approaches to Service Quality Dimensions, „Service Industries Journal", July 1991, Vol. 11, Issue 3, s. 287-303.
• 11. Martin C. L., Consumer-to-consumer relationships: Satisfaction with other consumers' public behavior, „Journal of Consumer Affairs", Summer 1996, Vol. 30, Issue 1, s. 146- 169.
• 12. Oakes S., Musical Tempo and Waiting Perceptions, „Psychology & Marketing", August 2003, Vol. 20, Issue 8, s. 685-705.
• 13. Parker C., Ward P., An Analysis of Role Adoptions and Scripts During Customer-to-Customer Encounters, „European Journal of Marketing" 2000, Vol. 34, Issue 3-4, s. 341- 358.
• 14. Sarel D., Marmorstein H., Managing the Delayed Service Encounter: The Role of Employee Action and Customer Prior Experience, „Journal of Services Marketing" 1998, Vol. 12, Issue 3, s. 195-208.
• 15. Spangenberg E. R., Crowley A. E., Henderson P. W., Improving the Store Environment: Do Olfactory Cues Affect? Evaluations and Behaviors, „Journal of Marketing", April 1996, Vol. 60, Issue 2, s. 67-80.