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1 2009

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Problem zaufania w usługach

Bugdol M.

Problemy Jakości

2009

R. 41, nr 12

10-15

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.