Wyniki wyszukiwania - Biblioteka Nauki

1

Obsługa klienta nie tylko lojalnego. Rozwiązanie, systemy i technologie IT wspierające komunikację z klientem

100%

Cegielski K.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2004

|

tom z. 23

15-22

PL

W artykule zaprezentowano najważniejsze cechy lojalnego klienta. Przedstawiono charakterystykę modelu biznesowego zorientowanego na zarządzanie relacjami z klientami oraz przykładowe narzędzia IT wspierające proces obsługi klienta i budowania wizerunku firmy.

EN

The article describe main feature of loyal customer. Characteristic of customer relationship management business model and IT tool examples supported customer care process and corporate image built were present.

2

Analiza wartości klienta

80%

Szwajca D.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2005

|

tom z. 30

291-308

PL

W artykule poruszono problem oceny i pomiaru wartości klienta dla przedsiębiorstwa. W pierwszej części przedstawiono metodę szacowania rentowności klienta oraz koncepcję wartości życiowej klienta. Punktem wyjścia rozważań jest stwierdzenie, że każdy klient, a zwłaszcza lojalny, stanowi cenny zasób przedsiębiorstwa, dlatego należy ocenić jego rentowność w krótkim i długim okresie. Druga część prezentuje istotę i warunki pozyskania lojalności klienta oraz wynikające z niej korzyści dla firmy. Przedstawiono też koncepcję tzw. drabiny lojalności, według której klient przechodzi przez kolejne szczeble, zanim z reflektanta stanie się partnerem dla przedsiębiorstwa.

EN

This paper tries to answer to question how to measure customer value for the enterprise. The first part presents a method of customer profitability evaluation and the customer lifetime value conception. The consideractions are begun with statement that each customer, specially the loyal one, is a very important resource of the enterprise. That is becouse it is necessary to evaluate customer profitability in the short and long term. The second part describes the point, conditions and profits of customer loyalty. Also it was presented the loyalty ladder conception. According to this conception the first step of customer loyalty is to be a prospect, and the lost one - a partner of the firm.

3

Current approaches to customer relationship management

80%

Triznova M.

Intercathedra

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2013

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tom 29

|

nr 2

EN

This paper provides the overview on Customer Relationship Management. Different theoretical approaches to CRM are included in the first part of the paper. It describes CRM development and compares main CRM teaching leading school. Second part of the paper presents the results of research based on Delphi method, which was aimed at finding actual CRM definition and core areas that might support company’s CRM, in order to build strong relationships with customers.

4

Jakość usług i metody jej pomiaru

80%

Krot K.

Zeszyty Naukowe Politechniki Białostockiej. Ekonomia i Zarządzanie

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2002

|

tom Z.7

191-203

PL

Niniejszy artykuł traktuje o jakości świadczenia usług. Obecnie kwestie jakości podejmowane są nie tylko w sferze produkcji dóbr materialnych, ale także coraz częściej w służbie zdrowia, edukacji czy usługach osobistych. Zainteresowanie tym problemem nasiliło się w wyniku komercjalizacji dotychczas nieodpłatnie świadczonych usług. Jednak jakość dóbr materialnych i procesu usługowego nie jest określeniem tożsamym. W procesie świadczenia usług jakość ma charakter subiektywny, zależny od oczekiwań i potrzeb klientów. Z tego wynikają trudności związane z zapewnieniem odpowiedniego poziomu jakości, ewentualną kontrolą oraz ustaleniem obserwowalnych wskaźników umożliwiających jej mierzenie. Znaczny stopień indywidualizacji i subiektywny charakter jakości usług wymaga także specyficznych metod badawczych. Ostatnia część artykułu jest próbą podsumowania podjętych zagadnień i zasygnalizowania kolejnego podejścia do jakości, czyli próbą marketingowej orientacji jakości usług.

EN

The article presents problems of the quality in service process. Nowadays the quality affairs apply not only in the area of material goods production but also, more and more frequently, in health service, education and personal services. Interests in this problem increased as the effect of service commercialisation - rendered gratuitously before. However the quality of material goods and service process is not identical. The quality in service process has subjective character dependent on consumers' expectations and needs. It is the main reason of troubles related to secure its required level, possible control and assignation of noticeable ratios necessary to estimate the quality. The considerable degree of individualisation and subjective character of service quality requires also specific research methods. The last section of the article is the attempt of summary of problems mentioned before and the reference to the next one, that is marketing orientation in the service quality.

5

Customer Oriented Product Planning Procedure

80%

Kutschenreiter-Praszkiewicz I.

Applied Computer Science

|

2016

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tom Vol. 12, no 2

22--32

EN

One of the most important issues in product planning is to identify customer needs and combine them with product technical and trade characteristics. Identification of customer needs was discussed, and product decomposition method was presented in the paper. The Quality Function Deployment method was suggested to be applied as a product and production process data integration tool, where engineering characteristics of a product are combined with its trade characteristics.

6

The Analysis of the Consumer Satisfaction with the Quality of Logistics Services in the DPD Company

80%

Roman K. , Szawczuk D.

Logistics and Transport

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2017

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tom Vol. 34, No. 2

33--40

EN

Customer service is one of the leading elements of modern logistics. The issues connected with the quality of services as well as to the level of customer service are the subject of interest of many researchers. Based on the literature of the subject, it can be safely stated that the most of the available papers focus on the theoretical aspect of this matter. Therefore, in the following work one can see an attempt of presenting the process of implementing logistic customer service based on one of the leading courier companies in Poland. Dynamic Parcel Distribution (hereinafter referred to as DPD) is a company that owns nearly 30% of shares in the Polish courier market. The significant position of the national leader in the courier service business obliges the company to conduct the responsible and efficient customer service that is adjusted to the demands of the buyers. The purpose of this study was to investigate how logistic customer service improves the relationship between company and its customers. The evaluation of research findings will result in proposing solutions that will aim to improve the processes connected with the customer service in the DPD Company.

7

Opakowanie jako instrument oddziaływania na psychikę klienta

80%

Skorek M. , Wilczak A.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2004

|

tom z. 24

279-284

PL

Podstawowym celem referatu jest próba analizy możliwości oddziaływania na psychikę klienta za pomocą opakowań produktów. Autorki analizują takie elementy opakowań jak kształt, materiał, z którego zostało wykonane, gabaryty oraz kolorystykę. W odniesieniu do każdego elementu poszukuje się odpowiedzi na pytania, jakie elementy można osiągnąć podejmując określone działania. Rozważania prowadzone są pod kątem ewaluacji tych działań z punktu widzenia etyki marketingowej.

EN

The core objective of this page is an attempt to analyze how product packaging can influence customer's psyche. Authors analyze such items like: shape material, size and colour. They seek the answer to the key question. What kind of effects can company gain from some described actions? The consideration was made to enable authors to evaluate this actions from the marketing ethics perspective.

8

SOCIAL RELATIONS AND ENVIRONMENTAL INFLUENCE AS A DETERMINANT OF CUSTOMER CAPITAL

80%

Caputa W.

Oeconomia Copernicana

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2015

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tom 6

|

nr 2

109-128

EN

The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and factor analysis.

9

Customer as the recipient of the public administration services

80%

Stronska-Rembisz A. , Sikora M.

Scientific Journal of the Military University of Land Forces

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2018

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tom Vol. 50, No. 3(189)

272--282

EN

The article discusses the way of perceiving the public administration recipient in the context of services provided by this administration. The authors pay special attention to changes taking place in public institutions, resulting in a change in the perception of a recipient of public services. The work also presents the specifics of the public administration customer, applying a comparison to the company's customer.

10

Customer relationships as dynamic capabilities of an enterprise – theoretical aspects and practical implications

80%

Pukas A.

Scientific Journal of the Military University of Land Forces

|

2018

|

tom Vol. 50, No. 4(190)

162--170

EN

The article has a character of a theoretical overview and presents marketing aspects of the Resource-Based View (RBV). The considerations in this article are related to the Dynamic Capability Concept as a new research area in management sciences. The theses of the article focus particularly on locating customer relationships in the conceptual discourse of this concept. The purpose of this article is to identify relationships with customers as dynamic capabilities of an enterprise. The article also presents directions of practical implications and possibilities for using relational skills as a source of competitive advantage of an enterprise. The article uses the method of source analysis, which is based on domestic and foreign literature of the subject.

11

Lojalność klientów : uwagi na marginesie normy ISO 9001:2000

80%

Nieścior A.

Problemy Jakości

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2001

|

tom nr 12

29-32

PL

Jednym z najważniejszych zadań każdej organizacji jest utrzymanie klientów. To oni są warunkiem istnienia każdej organizacji. Ich zachowanie decyduje o sukcesie, bądź porażce organizacji. Znalazło to swój wyraz w nowej Normie ISO 9001:2000. Na przykład we Wprowadzeniu punkcie 0.3: "...norma ISO 9001 koncentruje się na skuteczności systemu zarządzania jakością mając na celu spełnienie wymagań klienta"

12

LOGISTYCZNO-MARKETINGOWY SYSTEM TWORZENIA WARTOŚCI DLA KLIENTA - WYBRANE ELEMENTY

80%

Pokusa T.

Logistics and Transport

|

2006

|

tom 3

51-62

EN

High value for a customer leads to the higher coefficient of a customer maintenance. This fact seems to be simple and logical. Nevertheless, surprising as it may be, only few firms deal with the implementation of the mentioned relationship. Similarly, delivering higher value than competitors do, enables a firm to 'capture' the considerable part of consumer's expenses. Additionally, firms which deliver higher value, usually, have more profitable structure of costs than their competitors. It takes place because these firms pay more attention to the rationalization of processes inside the firm (processes creating value) and fulfill customers' requirements better. Both, proper relations between co-workers and smaller coefficient of staff rotation are very characteristic of the firms delivering higher value. Enthusiastic workers can build positive relations with customers. Furthermore, they are the stimulating source of valuable ideas of how to operate a firm better, how to improve communication within a firm, or, finally, how to increase mutual reliability. Obviously, the firms delivering higher value tend to develop quicker and give better profits. What is more, delivering higher value for a customer has a huge impact on generating the success of a firm. The essential area of competing in here is the formation of logistic-marketing system to create a value for a customer. A firm should unceasingly aim at improving the results achieved, and, at the same time, at decreasing the risk of mistakes. The given article characterizes these problems presenting the logistic-marketing structure of a value chain and touching the question of logistic quality and perfection.

13

Consumer behaviour on the e-commerce market in the light of empirical research in Lubuskie voivodeship

80%

Kułyk P. , Michałowska M.

Management

|

2016

|

tom 20

|

nr 1

239-255

EN

The main aim of this article was to identify the behavior of consumers in the e-commerce market in Poland, according to the model of e-customer as adopted by Meier and Stormer. An attempt was made to answer the following questions: whether education has an impact on the propensity to make purchases over the Internet and the level of concern about Internet security, what are the greatest limitations of e-commerce, whether there is a clear link between the assessment of the overall impression of shopping online and satisfaction with service. The study shows that the largest group of respondents make purchases in online stores after carefully reading the information relating to the e-business and the products it offers, often adding a Web address to favorites returning later to obtain detailed information, or return to some services. At the same time they show a great interest in the price and terms of delivery. The research procedure used the analysis of literature, statistical data and results of the survey respondents of Lubuskie voivodship.

14

The Analysis of the Consumer Satisfaction with the Quality of Logistics Services in the DPD Company

80%

Roman K. , Sawczuk D.

Logistics and Transport

|

2017

|

tom 34

33-40

EN

Customer service is one of the leading elements of modern logistics. The issues connected with the quality of services as well as to the level of customer service are the subject of interest of many researchers. Based on the literature of the subject, it can be safely stated that the most of the available papers focus on the theoretical aspect of this matter. Therefore, in the following work one can see an attempt of presenting the process of implementing logistic customer service based on one of the leading courier companies in Poland. Dynamic Parcel Distribution (hereinafter referred to as DPD) is a company that owns nearly 30% of shares in the Polish courier market. The significant position of the national leader in the courier service business obliges the company to conduct the responsible and efficient customer service that is adjusted to the demands of the buyers. The purpose of this study was to investigate how logistic customer service improves the relationship between company and its customers. The evaluation of research findings will result in proposing solutions that will aim to improve the processes connected with the customer service in the DPD Company.

15

Wykorzystanie automatów komórkowych do symulacji zachowań konsumentów na rynku

80%

Kowalska-Styczeń A.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2004

|

tom z. 20 cz. 1

85-91

PL

Duża konkurencja na rynku sprawia, że w centrum zainteresowań przedsiębiorstw jest konsumet. Wiedza o konsumencie i jego zachowaniu na rynku jest bardzo ważna w przedsiębiorstwie dla strategii marketingowej, dla polityki dystrybucji cen i promocji oraz segmentacji rynku. W artykule tym przedstawione zostały badania zachowań konsumentów i wymiany informacji między nimi. Do symualcji zachowań konsumentów użyte zostały automaty komórkowe.

EN

Constant competition in the market economy conditions makes the companies to focus their attention on the customer. The knowledge of the customers and of their behaviour on the market is of great importance for a company, as for its marketing strategies, price distribution and promoting policies, as well as for what concerns the market segmentation.

16

Satysfakcja klienta zewnętrznego - miernikiem oceny funkcjonowania urzędów administracji publicznej

80%

Wdowiak D.

Problemy Jakości

|

2002

|

tom R. 34, nr 9

15-18

17

Analiza satysfakcji klienta w przedsiębiorstwie stolarki budowlanej - wyniki badań. Cz. 2

80%

Nieżurawski L. , Kobylański A. , Pawłowska B.

Problemy Jakości

|

2003

|

tom R. 35, nr 5

39-45

18

Customer Experience in the Banking Services Market

80%

Butor-Keler A.

World Scientific News

|

2019

|

tom 134

|

nr 2

148-160

EN

Customer experience (CX) is extremely important for the banking sector. CX is the sum of all customer experiences, from entering the bank branch to contacting the helpline or online banking. It is how the consumer receives the banks and what emotions associated with contact with the bank have an impact on the overall satisfaction with using the bank's services. Customer satisfaction and the quality of services provided by banks is the basis for building competitive advantage by banks. The purpose of this review article is to present CX development and quality at banks. Tools such as NPS or Mystery Shopper will also be shown to help assess customer satisfaction in banks.

19

New technologies and quality of customer service – case study

70%

Midor K.

Multidisciplinary Aspects of Production Engineering

|

2019

|

tom Vol. 2, Iss. 1

548--558

EN

Nowadays, companies are increasingly forced to fight against competition. The number of competitors on the market is constantly growing, and customer’s demands on the products offered by the companies are increasing. The role of customers on the market has changed in recent years. Customers are more active than before, i.e. they started to actively co-create value, so they stopped being passive to the purchase process. Organizations that make appropriate use of the increase in customer activity can count on large benefits for the company. One of the methods to increase competitiveness is continuous introduction of new technologies based on the Internet, which recently resulted in easier cooperation between customers and suppliers, making and settling transactions, coordination of orders in the supply chain thanks to e.g. solution supporting electronic exchange of EDI documents. Therefore, the development of information and communication technologies has significantly influenced the development of organization through its improvement. This paper presents the importance of new technologies for the customer that improve the process of its service in a selected clothing sales network in Poland.

20

Customer satisfaction as a factor of success in quality management system

70%

Savov R.

Acta Agraria et Silvestria. Series Agraria

|

2005

|

tom 44

|

nr 2

207-212

EN

Customer is now key point in strategic orientation of all companies. It is necessary to identify, influence and meet requierements of all customers. Then we can have a lot of satisfied customers, who will repeat their purchases in shops. Customer compares his expectations with services of companies. Then he chooses which firm can be preferred. Expectations are determined by personal needs, experiences from past and mutual communication between customers. Satisfied customers bring improvement into company because they repeat purchasing which is leads to bigger profits and lower costs and they make also a firm image advertising.

PL

Obecnie klient stanowi kluczowy element w strategii każdej firmy. Należy określić, ukształtować i zaspokoić wymagania klientów. W ten sposób możemy mieć wielu zadowolonych klientów, którzy dokonają ponownych zakupów w sklepach. Klient porównuje swoje oczekiwania z usługami świadczonymi przez przedsiębiorstwa, a następnie dokonuje wyboru preferowanej firmy. Oczekiwania kształtowane są przez osobiste potrzeby, dotychczasowe doświadczenia, ale też dzięki wymianie informacji z innymi klientami. Zadowoleni klienci przyczyniają się do polepszenia sytuacji przedsiębiorstwa, gdyż dokonują ponownych zakupów, pozwalając tym samym na osiągnięcie większych zysków i obniżenie kosztów, także reklamują daną firmę.