Preferencje help
Widoczny [Schowaj] Abstrakt
Liczba wyników
Tytuł artykułu

Problem zaufania w usługach

Warianty tytułu
The problem of confidence in services
Języki publikacji
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
Opis fizyczny
Bibliogr. 11 poz.
  • 1. Burton D.(2002): Consumer Education and Service Quality: Conceptual Issues and Practical Implications, Journal of Services Marketing, nr 16 (2), 125-169.
  • 2. Dos Santos C. ; Von der Heyde Fernandes D. (2008):Antecedents and Consequences of Consumer Trust in the Context of Service Recovery, Brazilian Administration Review (BAR),nr 5 (3), s. 225-244.
  • 3. Chaston I.(1994): Internal Customer Management and Service Gaps within the UK Manufacturing Sector, International Journal of Operations & Production Management, nr 14 (9), s. 45-56.
  • 4. Euijin K.; Tadisina, S.(2007): a model of customers' trust in e-businesses: micro-level inter-party trust formation, Journal of Computer Information Systems, nr 48 (1), s. 88-104.
  • 5. Eisingerich A. B.; Bell S. J.(2008): Perceived Service Quality and Customer Trust, Journal of Service Research, nr lO(3), s. 256-268.
  • 6. Eisingerich A. B.; Ming L.(2007):perceived service quality and customer trust in a professional service setting: what difference does customer education make?, AMA Winter Educators' Conference Proceedings, nr.18, s. 170-171.
  • 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.
  • 8. Koufaris M.; Hampton-Sosa W. (2004): The development of initial trust in an online company by new customers, Information & Management, nr 41(3), s. 377-397.
  • 9. Parasuraman A.; Zeithaml V.A.; Berry L.L. (1985): A conceptual model of service quality and its implications for future research, Journal of Marketing, nr 49, s. 41-50
  • 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.
Typ dokumentu
Identyfikator YADDA
JavaScript jest wyłączony w Twojej przeglądarce internetowej. Włącz go, a następnie odśwież stronę, aby móc w pełni z niej korzystać.