UWARUNKOWANIA POSTAW KLIENTÓW WOBEC USŁUGI – PODEJŚCIE ORGANIZACJI A KLIENTOCENTRYCZNOŚĆ
DETERMINANTS OF CUSTOMER ATTITUDES TOWARDS THE SERVICE – ORGANIZATIONS’ APPROACH AND THE CUSTOMER-CENTRICITY
Author(s): Wojciech TrzebińskiSubject(s): Economy, Behaviorism, Management and complex organizations
Published by: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego
Keywords: organization customer-centricity; customer focus; perceived service quality; individual traits;
Summary/Abstract: 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.
Journal: Studia i Prace WNEIZ US
- Issue Year: 2016
- Issue No: 43/2
- Page Range: 327-335
- Page Count: 9
- Language: Polish