Wyniki wyszukiwania - BazTech

1

Cyfrowy paszport produktu

Werner Agnieszka

Przegląd Papierniczy

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2026

|

R. 82, nr 1

26--27

PL

Co to jest? Cyfrowy paszport produktu (Digital Product Passport – DPP) to elektroniczny zbiór informacji o produkcie, dostępny za pośrednictwem nośnika danych, na każdym etapie jego cyklu życia. Ma on na celu zwiększenie transparentności i zrównoważonego rozwoju, ułatwiając identyfikację, śledzenie i weryfikację informacji o produkcie. Zawiera kompleksowe dane o produkcie, dotyczące jego materiałów, profilu zrównoważonego rozwoju, historii produkcji, wpływu na środowisko, a także szczegółowe informacje na temat opcji naprawy, ponownego użycia i recyklingu.

2

Logistyka napędzana danymi : rola IT w budowaniu przewagi e–commerce w Polsce

Kawa Arkadiusz, Palica Krzysztof

Logistyka

|

2026

|

nr 1

56--61

PL

Logistyka przestała być zapleczem e-commerce. Dziś jest bardzo ważnym elementem tworzenia wartości i doświadczenia dla klienta.

3

Factors determining customer data security in agile organizations

Kocot Maria, Błaszczak Bartosz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2025

|

z. 215

175--191

EN

Purpose: The purpose of this article is to identify and assess key factors that impact customer data security in agile organizations. The study aims to determine priorities in data security management and to indicate patterns in how respondents perceive these factors. Design/methodology/approach: The study was conducted using a survey method on a sample of 303 respondents in April-May 2023. The results were subjected to multivariate correspondence analysis (MCA) to identify relationships and patterns between data security factors. Findings: The results indicate that factors such as data encryption systems, access control, real-time monitoring, and employee training are key. The MCA analysis revealed the interconnections between these factors and identified areas for further optimization in data security. Research limitations/implications: The study is limited to agile organizations and relies on subjective opinions of respondents. The results may be extended in the future to other types of organizations or through the use of mixed methods to deepen the analysis. Practical implications: The presented results can support organizations in developing effective customer data protection strategies. Recommended actions include implementing advanced security systems, regular audits and intensifying employee training. Social implications: Improving customer data security strengthens consumer trust and loyalty while contributing to a more secure digital environment. These activities also respond to societal expectations related to respect for privacy and ethics in data management. Originality/value: The article provides a unique perspective on the issue of customer data security in the context of agile organizations. The use of MCA analysis allowed for an in-depth assessment of patterns and relationships between factors, which enriches the literature on the subject and supports decision-making in organizations striving for operational agility. Keywords:

4

Experimental evaluation and analysis of 18650 battery energy capacity and performance parameters

Czerniak Jacek, Gacek Anna, Ziembik Zbigniew

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2025

|

z. 218

111--126

EN

Purpose: The primary objective of this paper was to present the research findings on 18650 batteries, with an emphasis on consumer selection practices, as well as the challenges and support mechanisms related to product quality. Additionally, the study aimed to identify critical issues that could inform future legislative changes related to 18650 batteries. Design/methodology/approach: The study employed a survey-based methodology, wherein participants were queried regarding the battery features they prioritize during their procurement process. The second phase of the study involved technical measurements of selected 18650 batteries, including their actual capacity and mass. A measurement system was designed and implemented, utilizing a solution that optimally replicated the user's real-world battery charging conditions. Findings: The web-survey allowed for the identification of the most important characteristics of batteries from the customers' perspective. As a result of the research, significant discrepancies were found between the declared and measured parameters of the batteries. It was identified that there is a lack of legal regulations governing the quality parameters that are important to consumers of this type of energy source. Research limitations/implications: The necessity for establishing appropriate standards for 18650 batteries has been demonstrated. Practical implications: Considering the number of charge and discharge cycles for these products, batteries with lower capacities impose a substantial environmental and economic burden, as they require more frequent replacement and recycling. Social implications: The need to enhance production and quality control standards for 18650 batteries has been emphasized to ensure the production of high-quality products that minimize environmental impact while maximizing consumer benefits. Originality/value: The parameters of 18650 batteries most relevant to consumers are presented, along with discrepancies between the specifications declared by manufacturers and their actual performance. The findings can assist producers in making informed decisions during the prototyping phase to enhance product quality, and guide legislators in developing appropriate legal standards.

5

System rozpatrywania reklamacji jako istotny element zarządzania jakością

Skuza Zbigniew, Kardas Edyta

Gospodarka Materiałowa i Logistyka

|

2025

|

nr 2

15--24

PL

W artykule przedstawiono system rozpatrywania reklamacji jako specyficzny element relacji z klientami mieszczący się we wspólnym obszarze logistyki i zarządzania jakością. Na przykładzie wybranego przedsiębiorstwa przemysłowego dokonano analizy ilościowej reklamacji, zwracając uwagę na niektóre aspekty logistyki mające wpływ na współczesne zarządzanie jakością w przedsiębiorstwach przemysłowych. Szczególną uwagę zwrócono na system rozpatrywania reklamacji, relacje z klientami oraz procesy przepływu materialnego i informacyjnego. Podstawowym celem artykułu jest podkreślenie roli reklamacji jako elementu komunikacji producenta z rynkiem oraz zwrócenie uwagi na różnice z tym związane, uwarunkowane kategorią klientów.

EN

The article presents a complaint handling system as a specific element of customer relations within the common area of logistics and quality management. Using the example of a selected industrial company, a quantitative analysis of complaints was made, paying attention to some aspects of logistics that influence contemporary quality management in industrial companies. Particular attention was paid to the complaint handling system, customer relations, and material and information flow processes. The main aim of the paper is to highlight the role of complaints as an element of producer communication with the market and to draw attention to the differences resulting from the customer categories.

6

Marketing activities of enterprises to increase customer value

Krzepicka Alicja Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 192

673--680

EN

Purpose: The purpose of the article is to present, based on source materials and market observations, what marketing activities companies implement to increase customer value. This is because today having a product or service desired by customers does not guarantee success. Marketing practitioners must identify the right media and messages through which to convey to customers what they want to know about them. Mass marketing practitioners especially need to identify well a target market that is both worthy of entry (from the point of view of sales volume and profits) and vulnerable (from the point of view of communication). Design/methodology/approach: The purpose of the article was realized based on the analysis of literature sources and market observations. Findings: Good customer relations are a company's most important potential. An important task is to identify profitable customers and use them effectively. For future development, it is important to establish in the company such a way of determining customer value that takes into account all relevant factors from the point of view of customer value. Practical implications: The topics described in the article can be a source of valuable inspiration for companies interested in building customer value through appropriate selection and alignment of marketing activities. Originality/value: The author draws attention to current and important issues occurring in the process of building customer value.

7

Logistics customer service management on the example of a manufacturing company

Chłąd Monika, Dąbrowska Olga

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 194

73--82

EN

Purpose: The aim of the article is to analyze the operation of company X in the context of logistic customer service in practice. Design/methodology/approach: The idea of the work is to present the theoretical part of customer service and compare it to logistic customer service in practice. It also includes comparisons of practical solutions of company X to theoretical requirements. Findings: The research issue discussed in the article was a survey. Its purpose is to present customer service in Patrick's Day in company X. 81 people of different genders and age groups responded anonymously to the survey questions 15- >60 years. General knowledge of the logistics industry and responses from opinion makers were taken into account. The responses of the surveyed people were presented graphically along with their descriptions. Research limitations/implications: The practical part is intended to reflect the actual compliance of company X with the imposed rules. The Logistics Customer Service Principles were created to ensure a consistent and effective approach to customer service in the context of logistics. Practical implications: The type of customer service strategy depends on the specific goals and needs of a given business. The essence of logistic customer service is the effective management of the flow of products and services from the place of production to the place of consumption in order to meet customer needs. Logistics customer service covers many aspects, such as planning, controlling and monitoring the flow of goods, inventory management, transport, warehousing and coordination of activities between various links in the supply chain. Social implications: Customer service also means the ability to accept customer opinions and comments with an open mind. Customers should be able to express their opinions and complaints and then respond effectively. Originality/value: The article draws attention to the importance of a non-routine approach to the dynamics of opportunities. This is important for management as a scientific discipline, but also for managers, which indicates various possible development paths.

8

Agile practices in activating customers to co-create the offer

Kocot Maria, Maciaszczyk Magdalena

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 197

349--364

EN

Purpose: The article aims to understand how agile organizational practices affect customer engagement in the processes of co-creating the offer. It responds to the growing needs of the market, which require companies not only to provide high-quality products, but also to be committed and open to cooperation with customers. Design/methodology/approach: The study uses a quantitative approach, including an extensive survey of 303 companies. The results were statistically analysed, which made it possible to generate a correlation table showing the relationships between individual practices. Findings: Most companies are positive about customer engagement in product/service testing, designing new offerings, and using customer feedback to improve existing products/services. The high correlation rates between different agile practices suggest that the realization of one practice often entails the implementation of others. Research limitations/implications: Limitations of the study include the homogeneity of a sample focused mainly on downstream employees in small and micro enterprises, which may limit the generalization of results. Practical implications: Companies can use the results of surveys to increase customer engagement by implementing real-time feedback systems, intensifying collaboration on new product development, and conducting regular satisfaction surveys. Social implications: Increased customer engagement in value creation processes can lead to greater customer satisfaction and loyalty, which contributes to building lasting relationships and a better brand reputation. Originality/value: The article offers a new perspective on the application of agile practices in the context of customer engagement, showing how customers can be effectively integrated into business processes, which is crucial to increasing the agility of organizations and their long-term success in the market.

9

Klient jest królem

Jakubiak Ralf, Janiak Tomasz

Logistyka

|

2024

|

nr 1

56--59

PL

Rozmowa z RALFEM JAKUBIAKIEM, dyrektorem Centrum Dystrybucji LSK Polska. Naszym kluczowym wskaźnikiem, którym posługujemy się na bieżąco i na którym się szczególnie koncentrujemy, jest OTIF ( on Time in Full), czyli „na czas i w całości”.

10

Czy sprawna logistyka wygra walkę o klienta?

Siusta Damian

Logistyka

|

2024

|

nr 4

68--71

PL

Rynek e-commerce w Polsce rozwija się bardzo dynamicznie - to zdanie, które każdy z nas przynajmniej raz przeczytał w branżowych mediach lub usłyszał na branżowym meet-upie czy konferencji. I choć brzmi już jak wysłuzony frazes - wciąż nim nie jest.

11

Value as the basis for effective leadership

Puszko Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

|

z. 175

405--416

EN

Purpose: Identification of effective leadership, understood as exerting influence on achieving (the highest) value for the client in favorable and unfavorable conditions of the company's operation in empirical terms. Design/methodology/approach: The article presents the results of empirical research. The basic measuring instrument used in the research was the questionnaire. The research includes verification of the assumed hypotheses. Findings: Assessment of the significance of criteria, evaluation of leadership according to criteria, value index, arithmetic average, Spearman's rank correlation coefficient. In general, customers rated the value of leadership low in both favorable and unfavorable conditions. This is a signpost for increasing activity for the growth of value for the customer. Research limitations: Research subjectively assessed by the client. Practical implications: Positioning of a leadership level. On the basis of evaluation, it allows you to locate leadership at an effective level in favorable and unfavorable conditions. Originality/value: A statistics application in the domain of effective leadership. It can be a kind of a signpost for orientation as to the direction of activities ensuring the achievement of effective leadership.

12

Leadership in point of view of effectivity

Puszko Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 175

393--404

EN

Purpose: Exemplification of the possibility of achieving effective leadership in theoretical terms. Design/methodology/approach: The article presents contemporary trends in leadership development with an emphasis on its (leadership) effectivity. Then, an original concept of leadership efficiency was proposed, the basis of which is value for the client. The proposed concept was developed using the deductive method, i.e. inferring from what is general about what is special. Findings: An original concept and model of business leadership effectivity. Practical implications: Ability to choose the leadership cap. It allows leadership to be placed at an effective level. Originality/value It can be a kind of a signpost for orientation as to the direction of actions aimed at improving the efficiency of leadership.

13

Determinants of the choice of petrol stations by micro and small road transport enterprises in the Podkarpackie voivodeship

Jedynak Zdzisław

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

|

z. 176

153--167

EN

Purpose: The aim of the research will be indicate the main and secondary factors determining the choice of petrol stations by micro and small road transport enterprises, whose registered office is located in the Podkarpackie Voivodship. The essence of the research problem will boil down to answering questions about the main and secondary factors determining the choice of petrol stations by micro and small road transport enterprises in the Podkarpackie Voivodeship. Detailed questions will concern the indication of differences when choosing a supplier, taking the criterion of the size of enterprises, owned fleet of vehicles or geographical scope of operations. Therefore, the subject of the study is the retail market of transport fuels, and the subject of the research are micro and small road transport enterprises located in the Podkarpackie Voivodship. The area of research is the determinants of the choice of petrol stations by the surveyed enterprises. Design/methodology/approach: The research procedure will run through the following stages: 1) indicating the topic, purpose and scope of the research; 2) determination and definition of evaluation criteria; 3) construction and development of the interview form; 4) selection of the database of road transport enterprises; 5) selection of the test sample; 6) measurement; 7) interpretation of the obtained results; 8) final conclusions; 9) dissemination of research results. The research method used is a direct interview. The measurement will be carried out on the basis of an interview form. For the purposes of the research, areas of assessment were indicated, i.e. the initial criterion, form of cooperation and selection determinants. Findings: The implementation of the topic and purpose of the research allowed to indicate the determinants of the choice of petrol stations by micro and small road transport enterprises, whose headquarters are located in the Podkarpackie Voivodeship. It should be emphasized that the presented research is the second stage of the research process, the main purpose of which is to indicate the scope and form of cooperation of a retail supplier of liquid fuels with a micro and small road transport company in the Podkarpackie Voivodship. The stages of its implementation include: determining the attributes of the commercial offer of the petrol station network in the analyzed region; an indication of the determinants of the choice of a supplier of liquid fuels by the surveyed enterprises; determination of the extent to which the commercial offer of the petrol station network addressed to micro and small road transport enterprises in the Podkarpackie Voivodship reflects the real needs of the market. Originality/value: In this article, the actions taken to achieve the progress of scientific knowledge led to the expansion of knowledge in the discipline of management and quality science in the area of trade systems, their organization and management. The research focused on the areas that have and will have an impact on improving the competitive position of road transport enterprise.

14

Artificial Intelligence (AI) in CRM - possibility of effective integration, opportunities and threats

Łukasik-Stachowiak Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

|

z. 175

289--310

EN

Purpose: The purpose of this article is to discuss the aptitude and readiness of companies to carry out effective integration of Customer Relationship Management (CRM) systems with Artificial Intelligence. Design/methodology/approach: The article attempts to answer the following research questions: RQ1: Are companies ready to use AI in their CRM systems? RQ2: What are the most common AI tools used in CRM systems? RQ3: What are the most common opportunities and threats of using AI in CRM systems? In view of the above, an analysis of national and international literature sources and an analysis of recent research from the IT industry on trends in the use of AI, particularly in customer service, as well as an original pilot study using an online questionnaire were adopted as the research method. The pilot research was conducted among 104 companies via the Internet. Findings: The evaluation of the data collected showed that companies are aware of the calls made on them by the evolution of modern technologies using artificial intelligence and how important it is, in view of the above, to integrate the CRM system with AI and, where possible, to use its facilities to improve customer service and business in general. Research limitations/implications: The conducted study was of a pilot nature, in the future it is planned to conduct a wider research in order to verify a greater number of variables affecting the integration of AI with CRM. Artificial Intelligence is a constantly evolving topic, limiting the verification of only a few variables affecting the integration of AI with CRM may quickly become obsolete. Practical implications: The integration of AI capabilities with CRM is recognised as one of the key factors for improving the speed and efficiency of customer service. The pilot survey indicated what the general sentiment and readiness of companies to use the potential of AI is, how the application of AI can help organisations gain the adaptive organisational capabilities needed to increase overall business efficiency and CRM effectiveness, paying attention to the key goals and opportunities, paying attention to the key goals and opportunities that have been described in detail, as well as the risks associated with the integration of artificial intelligence with CRM. Social implications: In view of the widespread fear of replacing some work positions with Artificial Intelligence, the conducted research indicates that some of them may be a bit exaggerated and some justified, especially when it comes to repetitive analytical tasks in the CRM system. Originality/value: The article deals with the current topic of using Artificial Intelligence solutions in business.

15

Narzędzie informatyczne wspomagające zarządzanie danymi klientów

Tomczak Aleksander, Dostatni Ewa, Górski Filip

Zarządzanie Przedsiębiorstwem

|

2023

|

Vol. 26, nr 1

26--32

EN

The article describes an example of using a database application to manage customer data in an organization producing products to individual customer orders. The research were carried out in the department of production engineering at the Poznan University of Technology, who conducts research regarding the creation of individual prostheses and ortheses for patients with limb disfunctions. The developed database application with its functionality is included in the area of crm it solutions. The application is an extension of the automedprint system, which is used for fast, automatic designing and manufacturing of prostheses and orthetizes by 3d printing. In automedprint, data concerning clients, products and production orders are saved in different folders, which makes the management of these data very hard. Reason for this, a solution which enables accelerating editing, searching, sorting of data, and therefore providing in a short time information on the status of implementation of individual orders, has been developed.

16

Demand determinants for electric vehicles in Poland

Gądek-Hawlena Teresa, Bęben Aleksandra

Systemy Logistyczne Wojsk

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2023

|

Vol. 58, no. 1

161--180

EN

Transportation is one of the main sectors of any country’s economy. The development of transportation positively influences changes in industrial activity, and the growth of population mobility. An important feature of responsible transport development is the formation of legally established, technical and economic conditions consistent with the idea of sustainable development. Electric cars are a solution that fits into this idea. The increase in the number of electric vehicles can significantly improve the environment, taking into account the use of renewable energy to power them. The purpose of this article is to identify the factors affecting the demand for electric vehicles among individuals in Poland. A hypothetical assumption was made that the factors affecting demand for electric vehicles are mainly economic in nature. The realization of the above objective involved the use of several research methods. In the theoretical part, the methods used were: analysis of literature and source documents. In the research part, the diagnostic survey method was used. Frequency indicators were used to analyze the results. Based on the research conducted, it can be concluded that: few people own electric cars and only 1/3 of respondents are considering the purchase of such a car. According to the respondents, these cars are too expensive and are not suitable for long-distance travel, while the advantages are their economy and environmental friendliness. Among the respondents, few had knowledge of subsidies for the purchase of electric vehicles. Factors that could influence the purchase of vehicles among individuals were mentioned: the possibility of using free parking spaces, bus lanes intended for public transportation, entry into the city’s clean transportation zones, and subsidies. The results of the study help fill the research gap relating to economic issues related to the development of electormobility.

PL

Transport jest jednym głównych sektorów gospodarki każdego państwa. Rozwój transportu wpływa pozytywnie na zmiany w działalności przemysłowej oraz wzrost mobilności ludności. Ważną cechą odpowiedzialnego rozwoju transportu jest kształtowanie ustanowionych prawem, technicznych oraz ekonomicznych warunków zgodnych z ideą zrównoważonego rozwoju. Rozwiązaniem wpisującym się w tę ideę są samochody z napędem elektrycznym. Wzrost liczby pojazdów elektrycznych może znacząco wpłynąć na poprawę środowiska naturalnego, przy uwzględnieniu wykorzystywania do ich napędu energii ze źródeł odnawialnych. Celem artykułu było zidentyfikowanie czynników wpływających na popyt na pojazdy elektryczne wśród osób indywidualnych Polsce. Przyjęto hipotetyczne założenie, że czynniki mające wpływ na popyt na pojazdy elektryczne mają głównie charakter ekonomiczny. Realizacja powyższego celu polegała na zastosowaniu kilku metod badawczych. W części teoretycznej wykorzystano metody: analizę literatury i dokumentów źródłowych. W części badawczej wykorzystano metodę sondażu diagnostycznego. Do analizy wyników wykorzystano wskaźniki częstotliwości. Na podstawie przeprowadzonych badań można stwierdzić, że: niewiele osób posiada samochody z napędem elektrycznym i tylko 1/3 badanych bierze pod uwagę zakup takiego samochodu. Według respondentów samochody te są zbyt drogie i nie nadają się na dalekie podróże natomiast zaletami tego typu pojazdów jest ich ekonomiczność i ekologiczność. Wśród badanych niewiele osób miało wiedzę na temat dopłat do zakupu pojazdów elektrycznych. Czynnikami które mogłyby wpłynąć na zakup pojazdów wśród osób indywidualnych wymieniono: możliwość korzystania z: darmowych miejsc parkingowych, buspasów przeznaczonych dla komunikacji miejskiej, wjazdu do stref czystego transportu w mieście oraz dofinansowanie zakupu pojazdu. Uzyskane wyniki badań pozwalają na wypełnienie luki badawczej odnoszącej się do kwestii ekonomicznych związanych z rozwojem elektormobilności.

17

Harmonogramowanie wizyt za pomocą aplikacji Booksy

Kiciński Mateusz, Depta Adam, Staniec Iwona

Journal of Management Challenges

|

2023

|

No. 2

5--16

PL

Osiągnięcie upragnionego sukcesu przez każdego przedsiębiorcę jest możliwe dzięki wykorzystaniu podstawowych funkcji zarządzania, którymi są: planowanie, organizowanie, koordynowanie i motywowanie. W dzisiejszych czasach, mimo rosnących wymagań klientów i pracowników, pomocne może okazać się wykorzystanie nie tylko nowych technologii, rozumianych jako nowoczesne maszyny na liniach produkcyjnych czy urządzenia do wykonywania zabiegów, ale także aplikacje mobilne dostępne na smartfonach. Aplikacje mobilne nie muszą służyć wyłącznie rozrywce – obecnie coraz więcej małych, średnich i dużych przedsiębiorstw korzysta z nich w celu ułatwienia sobie pracy i budowania relacji z klientami. Tworzenie własnej aplikacji często wiąże się z niską wydajnością oraz bardzo wysokimi kosztami, na które nie mogą sobie pozwolić przedsiębiorstwa z sektora MŚP. Najczęstszą wadą takiej aplikacji jest również brak integracji z innymi systemami, co obecnie daje przewagę konkurencyjną. Na rynku aplikacji mobilnych istnieje wiele rodzajów oprogramowania, które można wykorzystać w abonamencie pozwalającym na modyfikację danego programu do wymaganych preferencji firmy. Aplikacje mobilne stają się podstawowym narzędziem ułatwiającym nie tylko zarządzanie biznesem, ale także zarządzanie relacjami z klientami.

EN

Achieving the desired success by each entrepreneur is possible thanks to the use of basic management functions, which are: planning, organizing, coordinating and motivating. Nowadays, despite the increasing requirements of customers and employees, it may be helpful to use not only new technologies understood as modern machines on production lines, devices for performing treatments, but also mobile applications available for smartphones that we all use. Mobile applications do not have to be used only for entertainment purposes, nowadays more and more small, medium and large enterprises use mobile applications to facilitate their work and create relationships with customers. Creating your own application is often associated with very high costs, which cannot be afforded by enterprises from the SME sector, and low efficiency. The most common disadvantage of such an application is also the lack of integration with other systems, which now gives a competitive advantage. There are many types of software on the mobile application market that can be used for a subscription that allows you to modify a given program to the required preferences of the company. Mobile applications are becoming the basic tool that facilitates not only business management, but also customer relationship management.

18

Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Saricam Canan

Autex Research Journal

|

2022

|

Vol. 22, no. 2

184--193

EN

The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

19

Private labels – customer profile and changes in trade during pandemic

Slabá Marie

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

|

z. 154

291--303

EN

Purpose: This article focuses on private labels, which play a crucial role in the retail market. This article aims to examine the market of private labels in the Czech Republic and reveal the customer profile of private labels in the Czech market. Design/methodology/approach: This article incorporates the results of the author's research devoted to various aspects of private labels and trade. The author used an online questionnaire for the research. This questionnaire was divided into several parts and prepared based on the literature search of statistics, reports, papers, and scientific studies. Findings: Large retail chains can achieve more than 30% of sales from private labels. The nature of the private label market is changing significantly. Therefore, the customer profile is changing too. The author's research revealed that the most critical segment for private labels is women, specifically single women with an income of up to 20,000 CZK, aged under 27-36, who live in medium-sized cities with up to 100,000 inhabitants. Research limitations/implications: In the current Covid-19 pandemic, the results can contribute to more effective collaboration with customers. In the future, it is intended to develop research on other aspects that affect the operation of private labels. Practical implications: It is clear from the research results that large retail chains should focus on certain specific segments, especially women with the above profile. According to research, this segment is the most crucial segment for retail chains and should focus on it. Originality/value: The article focuses on the changes during the Covid-19 pandemic. At this time, there were changes in shopping behavior, which are listed in the article.

20

Rola technologii informatycznych w procesie zarządzania logistycznego zwrotami i reklamacjami

Chrobak Ryszard

Gospodarka Materiałowa i Logistyka

|

2021

|

nr 3

14--25

PL

Celem artykułu jest zidentyfikowanie uwarunkowań wykonywanego zakresu działań logistycznych podczas obsługi zwrotów i reklamacji oraz ukazanie możliwości wdrożenia nowoczesnych technologii systemowych w zarządzaniu procesami logistycznymi. Podjęty do rozwiązania problem badawczy został sprecyzowany następująco: „W czym przejawia się istota zarządzania procesem logistycznym zwrotów i reklamacji w oparciu o infrastrukturę IT w przedsiębiorstwie?”. Przy opracowaniu artykułu wykorzystano metodę badania treści dokumentów oraz metodę analizy, w tym analizy statystycznej i krytyki piśmiennictwa. W pierwszej części artykułu zaprezentowano wyniki badań dotyczące wymogów i standardów współczesnego zarządzania logistycznego przez pryzmat jego wybranych systemów oraz funkcji i zadań przypisanych tym systemom. Druga, zasadnicza część artykułu dotyczy znaczenia i wymogów wobec infrastruktury IT wykorzystywanej w procesach logistycznych zwrotów i reklamacji. Wyeksponowano w tej części także wpływ środowiska RFID na funkcjonowanie procesów logistycznych zwrotów i reklamacji w przedsiębiorstwach handlowych.

EN

The aim of the article is to identify the conditions of the scope of logistics activities performed during the handling of returns and complaints, and to show the possibility of implementing modern system technologies in the management of logistics processes. The research problem undertaken was specified as follows: "What is the essence of managing the logistics process of returns and complaints based on IT infrastructure in the enterprise?" While preparing the article, the method of examining the content of documents and the method of analysis, including statistical analysis and literature review, were used. The first part of the article presents the results of the research on the requirements and standards of modern logistics management through the prism of its selected systems as well as the functions and tasks assigned to these systems. The second, main part of the article concerns the importance and requirements for IT infrastructure used in the logistics processes of returns and complaints. This section also highlights the impact of the RFID environment on the functioning of logistics processes for returns and complaints in commercial enterprises.