ISSN: 2450-7733
eISSN: 2300-4096
OAI
DOI: 10.18276/sip.2016.43/2-31
Issue archive /
nr 43/2 2016
UWARUNKOWANIA POSTAW KLIENTÓW WOBEC USŁUGI- PODEJŚCIE ORGANIZACJI A KLIENTOCENTRYCZNOŚĆ
(Determinants of customer attitudes towards the service – organizations’ approach and the customer-centricity)
| Authors: |
Wojciech
Trzebiński
Szkoła Główna Handlowa w Warszawie |
| Keywords: | organization customer-centricity customer focus perceived service quality individual traits |
| Data publikacji całości: | 2016 |
| Page range: | 10 (327-336) |
| Klasyfikacja JEL: | M10 M19 M30 M39 |
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.
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