CZYNNIKI DETERMINUJĄCE OBSŁUGĘ KLIENTA W PRZEDSIĘBIORSTWACH RODZINNYCH – WYNIKI BADAŃ
THE FACTORS DETERMINING CUSTOMER SERVICE IN FAMILY BUSINESSES – CASE STUDY

Summary/Abstract: Building the relationship with the customer and creating the network of the mutual trust has umbilical ties with a sense of owners of family businesses’ responsibility and endorsing the company with family name. The form of using direct contact with customers in family corporations is particularly important, because it allows creating the close relationships, based on the confidence and loyalties between the specific seller and the specific customer. The paper attempts to identify factors regarded crucial by customers for the quality of service in family corporations. Analysis of the collected research material allowed to draw up the profile of crucial factors of the service.

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