 How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)Wieslaw Urban ()
Problemy Zarzadzania, 2012, vol. 10, issue 37, 160-179 Abstract: Services are characterized by difficulty and ambiguity when it comes to measuring their quality. The quality measurement as experienced by the customers is very popular, but the measurement of organizational aspects is less developed, and carried out in separation from the customers' experiences. The relationships between quality sources of in an organization and their results within the customers' experiences constitute the main research problem of this study. The review of literature key concepts, focusing on the relationships between the prospect of a service system and customer experiences perspective is provided in the paper. The literature review provides a conclusion that there is a need for better tools for understanding the links which exist between the two mentioned perspectives - organizational and customers'. The measurement procedure, which takes into consideration the organizational system state and the quality experienced by customers, is proposed. This procedure was tested empirically in the case study. The proposed measurement approach allows enterprises the identification of causal links existing between two fundamental perspectives: customers' and organizational. Date: 2012 Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:sgm:pzwzuw:v:10:i:37:y:2012:p:160-179 Access Statistics for this article More articles in Problemy Zarzadzania from University of Warsaw, Faculty of Management Contact information at EDIRC. |
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