Poziom orientacji na klienta w organizacjach z województwa lubelskiego

• Autorzy: Grela G.
• Języki publikacji: PL

Abstrakty

EN

The article presents the essence of customer orientation as a key prindple of quality management. Moreover, there were shown results of research conducted in organizations from Lublin region, wchich have a quality management system. In the article, customer orientation is defined according to ISO 10014:2006. The index reflecting the level of maturity ofthe organization in customer orientation contains the following categories: identification of segments of the external customers, ranking of external customers segments in terms of level of profits generated, understanding the needs, expectations and requirements of external customers, handling customer complaints in a timely manner, collecting and evaluating data on external customer satisfaction, meeting requirements of external customers, reviewing changes in market conditions, including competitiveness, stability of supply chain that ensures the maintenance of customer satisfaction.

Słowa kluczowe

PL

orientacja na klienta

EN

customer orientation

• Wydawca: Wydawnictwo SIGMA-NOT
• Czasopismo: Problemy Jakości
• Rocznik: 2012
• Tom: R. 44, nr 11
• Strony: 16--19
• Opis fizyczny: Bibliogr. 9 poz.

Twórcy

autor

Grela G.

• Katedra Zarządzania Jakością i Wiedzą, UMCS w Lublinie,

Bibliografia

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• 2. Hammett R, In focus/customer commitment—Client fokus leads to success, Leadership in Action. Jul/Aug2008, Vol. 28 Issue 3.
• 3. Hamrol A., Zarządzanie jakością z przykładami, Wydawnictwo Naukowe PWN, Warszawa 2011.
• 4. Hong-Youl H., Joby J., Role of customer orientation in an integrative model of brand loyalty in services. Service Industries Journal. Jul2010, Vol. 30 Issue 7.
• 5. Maklan, S., Klaus R, Customer experience, International Journal of Market Research. 2011, Vol. 53 Issue 6.
• 6. Pau A., Customer orientation within an organization, Agricultural Management/Lucrari Stiintifice Seria I, Management Agricol. Apr2011, Vol. 13 Issue 2.
• 7. PN-EN ISO 9000:2006
• 8. Yandermerwe S., Achieving Deep Customer Focus, MIT Sloan Management Review. Spring2004, Vol. 45 Issue 3.
• 9. Yu-Te T., Shean-Yuh L., Yu-Yi C., Relationships among Service quality, customer satisfaction and customer loyalty in choin restaurant, Information Management & Business Review, Nov2011, Vol. 3, Issue 5.