Value Exchange in Customer Relationships

• Autorzy: Sylwia Bąkowska

Warianty tytułu

Wartość, jako element wymiany w relacjach z klientami

• Języki publikacji: EN

Abstrakty

EN

The aim of this paper is to present various theoretical approaches of value in terms of customer relationships. While customers are value sensitive, debate has emerged around complementary issues of relationship construct. The first involves the quality as a predictor preceding level of customer's satisfaction, followed by trust and commitment. Finally, satisfied customers value maintaining the relationship, which results in commitment building and increases bonds with the company, positively influencing relationship strength. (original abstract)

Celem niniejszego opracowania jest zaprezentowanie różnorodnych podejść teoretycznych w zakresie wartości w relacji z klientami. Zważywszy na dużą wrażliwość klienta w ujęciu wartości, wrosło zainteresowanie wokół zagadnień uzupełniających kwestię kształtowania relacji z klientami. Pierwsze zagadnienie dotyczy, jakości poprzedzającej poziom satysfakcji klienta, następne zaufania i zaangażowania. W rezultacie zadowoleni klienci cenią podtrzymywanie wartości relacji, co w konsekwencji prowadzi do budowania zaangażowania, zwiększając tym samym więź z firmą, wpływając pozytywnie na siłę tej relacji. (abstrakt oryginalny)

Słowa kluczowe

EN

Relationships with customers; Trust; Quality; Customer satisfaction

PL

Relacje z klientami; Zaufanie; Jakość; Satysfakcja klienta

• Czasopismo: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia
• Rocznik: 2011
• Numer: nr 49
• Strony: 37--50

Twórcy

autor

Sylwia Bąkowska

• Uniwersytet Szczeciński

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