Non-typical customer expectations in consulting services

• Autorzy: Branowski M.
• Języki publikacji: EN

Abstrakty

EN

In the article the classification and the analysis of non-typical customer expectations in management consulting services were presented. The following non-typical customer expectations were listed: incorrect, false, concealed (passing over in silence), violating ethical and/or legal norms, fuzzy, unrealistic and contradictory. The analysis of different classes of expectations was supplemented with the descriptions of the case studies taken from the real life of the author as an advisor. The analysis also took into account the changes of expectations in time i.e. changes of their level and the structure, the negation of original expectations and notifying new expectations. Practical and theoretical consequences of the appearance of non-typical expectations and variability of expectations in time were analyzed.

Słowa kluczowe

EN

customer expectations; consulting services; management consulting

• Wydawca: Wydawnictwo Politechniki Poznańskiej
• Czasopismo: Foundations of Control and Management Sciences
• Rocznik: 2006
• Tom: No. 6
• Strony: 27--38
• Opis fizyczny: Bibliogr. 20 poz.

Twórcy

autor

Branowski M.

• Poznan University of Technology, Institute of Management Engineering

Bibliografia

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