Konkretyzowanie jakości jako wartości konsumenckiej w procesach wytwórczych i usługowych
The substantiation of quality as a consumer value in the manifacturing and services processes

Summary/Abstract: Customer retention requires constant recognition of their needs, enabling them to implement and control of processes so that they create the consumer value on the expected level. Aim of this study is to analyze the consumer value, to analyze the process of its creation. Consumer value can be specified by the quality level achieved by consumer quality engineering methods. The study proposes the attempt to analyze the consumer value using the Consumer Pattern. It recognizes the value of the factors shaping consumer value with specifying quality for selected elements of the process of creating consumer value – on the examples of manufacturing and service activities.

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