Uwarunkowania postaw klientów wobec usługi - podejście organizacji a klientocentryczność

• Autorzy: Wojciech Trzebiński

Warianty tytułu

Determinants of Customer Attitudes Towards the SERVICE - Organizations' Approach and the Customer-Centricity

• Języki publikacji: PL

Abstrakty

W artykule przedstawiono propozycję klasyfikacji uwarunkowań postaw klientów wobec usługi (w szczególności spostrzegania jakości) możliwych do analizy przez organizację z punktu widzenia jej klientocentryczności. Wyróżniono trzy grupy uwarunkowań: (1) związane bezpośrednio z działaniem organizacji, (2) związane zarówno z klientem, jak i organizacją, (3) związane bezpośrednio z klientem. Scharakteryzowano cechy indywidualne klientów jako grupę uwarunkowań spostrzegania jakości pod kątem możliwości wykorzystania przez organizacje oraz związku z klientocentrycznością. (abstrakt oryginalny)

EN

In the paper it is presented the proposal of the classification of determinants of customer attitudes towards the service (perceived quality), possible to analyze by organization - from the perspective of customer-centricity. Three groups of determinants have been distinguished: (1) determinants directly connected with the operation of organization, (2) determinants connected both with the customer and organization, (3) determinants connected directly with the customer. Customer individual traits have been characterized, as a group of service quality perception determinants, in terms of possibility of utilization by the organizations and the connection with customer-centricity. (original abstract)

Słowa kluczowe

PL

Zarządzanie przedsiębiorstwem; Orientacja na klienta; Zarządzanie usługami

EN

Enterprise management; Costumer orientation; Services management

• Czasopismo: Studia i Prace WNEiZ US
• Rocznik: 2016
• Numer: nr 43 T. 2. Zarządzanie
• Strony: 327--335

Twórcy

autor

Wojciech Trzebiński

• Szkoła Główna Handlowa w Warszawie

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Identyfikatory

DOI

10.18276/sip.2016.43/2-31