DETERMINANTS OF SERVICE QUALITY DEVELOPMENT DURING CO-PRODUCTION

Main Article Content

Wiesław Urban


Keywords : service quality, service co-production, service co-production factors
Abstract
Artykuł ma na celu rozpoznanie i określenie ważności czynników, które wpływają na ustalanie wytycznych do realizacji usługi podczas jej współprodukcji. Zastosowano metodę zdarzeń krytycznych. Zebrano 171 opisów zdarzeń od personelu obsługi klientów. Z badań wynika, że w określaniu wytycznych do usługi największe znaczenie ma wiedza personelu oraz umiejętności komunikacyjne. Podstawowy problem przy współprodukcji usług polega na tym że klienci nie potrafią określić własnych oczekiwań.

Article Details

How to Cite
Urban, W. (2015). DETERMINANTS OF SERVICE QUALITY DEVELOPMENT DURING CO-PRODUCTION. The Scientific Journal European Policies, Finance and Marketing, (13(62), 133–144. https://doi.org/10.22630/PEFIM.2015.13.62.11
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