Service quality formation during co-creation with the customer Cover Image

Kształtowanie jakości współtworzonej z klientem w usługach
Service quality formation during co-creation with the customer

Author(s): Wiesław Urban
Subject(s): Economy
Published by: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Keywords: services; co-creation; quality

Summary/Abstract: This article has taken the problem of service quality formation in conditions of service co-creation with the customer. Conducted literature research showed that achieving high service quality, whilst a service was co-created, had a specific meaning. Empirical studies allowed to identify various ways of co-creation considering service process requirements determination, which were an undoubted basis of service quality obtaining and understanding. The research identified specific categories of co-creation and means of service requirements determination. Research data discussion allowed to figure out suggestions for service organizations and co-creation theory. The service organization should be able not only to discover the requirements for services but also to anticipate them.

  • Issue Year: 2014
  • Issue No: 354
  • Page Range: 72-80
  • Page Count: 9
  • Language: Polish