Problem zaufania w usługach

• Autorzy: Bugdol M.

Warianty tytułu

EN

The problem of confidence in services

• Języki publikacji: PL

Abstrakty

EN

Confidence plays a very important role in economic and social activity. More and more frequently confidence is said to be social capital without which innovations and economic development are impossible, and quality improvement processes end in failure. In quality management the problem of confidence in products and people providing services is more and more frequently observed. Undoubtedly, this value plays a key role in the provision of services. Based on an analysis of literature, the article presents relations between confidence and quality, problems connected with constructing and maintaining confidence and its evaluation, as well as confidence in e-services. The main goal of the article is to determine practical guidelines for people responsible for service provision, and to present various opportunities and limitations which people managing intangible values always have to cope with.

Słowa kluczowe

PL

zaufanie w usługach

EN

confidence in services

• Wydawca: Wydawnictwo SIGMA-NOT
• Czasopismo: Problemy Jakości
• Rocznik: 2009
• Tom: R. 41, nr 12
• Strony: 10--15
• Opis fizyczny: Bibliogr. 11 poz.

Twórcy

autor

Bugdol M.

Bibliografia

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• 7. Hee-Woong K.; Yunjie X.; Joon K. (2004):A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers, Journal of the Association for Information Systems, nr 5 (10 ), s. 392-420.
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• 10. Rosenbaum M. S.; Massiah C.; Jackson Jr. W.(2006): An Investigation of Trust, Satisfaction, and Commitment on Repurchase Intentions in Professional Service, Services Marketing Quarterly, nr. 273, s. 115-135.
• 11. Tyler K.; Stanley E. (2007):The role of trust in financial services business relationships, Journal of Services Marketing, nr 215, s. 334-344.