Service quality co-created with the customer – the concept and results of qualitative research

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Published:
Jun 28, 2013
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No. 9(58) (2013)
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Wiesław Urban
Politechnika Białostocka

DOI: https://doi.org/10.22630/PEFIM.2013.9.58.50
Keywords : service, co-creation, quality
Abstract
The paper aims to achieve better recognition of the specificity of service quality, taking into consideration the co-creation with customers. The discussion of available literature output was presented, as well as the theoretical concept of co-created service quality was proposed. The empirical investigation was conducted with the support of Critical Incident Technique. The empirical study has confirmed the proposed co-created quality concept, moreover it has showed relatively high importance of the initial phase of service process in achieving service quality in cocreated services, likewise the key role of open and creative attitude of service staff.

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How to Cite
Urban, W. (2013). Service quality co-created with the customer – the concept and results of qualitative research . The Scientific Journal European Policies, Finance and Marketing, (9(58), 577–587. https://doi.org/10.22630/PEFIM.2013.9.58.50
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