Zarządzanie jakością procesu obsługi jako czynnik kształtujący zachowania konsumenckie na rynku B2B
Quality management of the service process as a factor shaping the customer behavior on B2B market

Summary/Abstract: The aim of the article is to present the relationship between consumer behaviours and the chosen quality strategy in the process of service. Identified dependencies may have a significant impact on the future shape and nature of client relationships, with particular emphasis on the context of services quality. The article has been prepared on the basis of a literature query, experience from cooperation with enterprises from the analysed region and original research on relations management with the customers capital in the sector of small and medium-sized enterprises in the Opolskie Voivodeship conducted over the last 10 years. The added value of the article are recommendations regarding action scenarios possible for implementation as well a model of service quality management, which will help to create customer value through effective pro-quality strategies implemented in the area of customer service.

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