Identification and Interpretation of the Importance of Customer Service Satisfaction Factors

Customer satisfaction is shaped by their experience over the whole supplier - customer relation cycle, i.e., throughout a pre-transactional, transactional and post-transactional phase, respectively. Customer service is the process that unites all three phases. Therefore planning efficient customer service should be based on the priorities which customers value most in the process and which have the strongest impact on their satisfaction. The literature and practice indicate at least two ways which allow one to establish customer-perceived significance of market offerings’ attributes. However, each way leads to a different customer’s reality and supports different managerial decisions. Understanding of those alternative ways enables decision-makers to take more appropriate steps and consequently achieve higher levels of customer satisfaction. In this article, we attempt to uncover the implications of alternative procedures to identify customer perceived importance of market offering aspects: stated importance and derived importance. We verify our claims using the data from an exploratory study of personal insulin pumps users

Rachunkowość, finanse oraz metody ilościowe w zarządzaniu: wybrane problemy

Praca recenzowana / peer-reviewed pape

Metody i obszary zarządzania

Publikacja recenzowana / Peer-reviewed publicationOpracowanie poświęcone jest charakterystyce i propozycji rozwiązania wybranych problemów zarządzania. Kilka tekstów dotyczy roli mediów (a także innych instrumentów) w marketingu. Ciekawe jest opracowanie oparte na pewnej autorskiej typologii instrumentów marketingu-mix stosowych przez przedsiębiorstwa działające na rynkach zagranicznych. Druga grupa artykułów poświęcona jest nowym formom zatrudnienia, partycypacji pracowników oraz standardów ochrony pracy, które winny być stosowane przez nasze organizacje. Zatem blok ten dotyczy zagadnień organizacji pracy. Są także artykuły prezentujące konkretne metody zarządzania, począwszy od zarządzania komunikacją, przez zarządzanie strategiczne, a na systemach zarządzania produkcją skończywszy. Niektórzy Autorzy podejmują się nie tylko prezentacji, a także przedstawiają pewne rozwiązania zagadnień dotyczących niemal wszystkich obywateli. Tu przede wszystkim należy wymienić rozważania o kształtowaniu tran sportu publicznego. Ciekawe jest także studium o możliwości wykorzystania Internetu na rynku ubezpieczeń społecznych

Wymiary przestrzeni życiowej współczesnej rodziny

Praca recenzowana / peer-reviewed pape

The popularity of CMM IT project management standards in the context of the condition of informatics branch in Poland between 2007 and 2014

The paper is designed to discuss the dynamics of growing popularity of the set of standards applicable to the management of informatics projects, the set in question being referred to as the CMM. The latter is a device the objective of which is to guarantee a high quality level of the software that is produced. The implementation of the CMM, when confirmed by the auditors, became a certificate that is being availed of in the market competition. In view of the fact that in case of public contracts some countries bluntly require the confirming that the CMM is being applied, the global enterprises in informatics branch have to assume adaptation activities in this respect. This tendency gradually reaches also the cooperating parties and sub-contractors of the largest corporations. As a result, in such countries like Poland (where the outsourcing services in programming are rendered) we can observe the degree of convergence between local and global standards. While relying on the data published in the text, we may find that the situation of the IT branch in Poland is strongly conditioned by the global developments. Nevertheless it has also its own specificity. The objective of the paper is to outline the general framework within which there function the enterprises affiliated with the analysed sector in Poland. The image thus arrived at may be confronted with the phenomenon of global and local changes in the dynamics developing in the interest in the CMM standard. This would allow to make an assessment of the degree of the aforementioned convergence and make the analysis of the possible differences in this respect. The paper exploited the data derived from the Warsaw Stock Exchange (the data characterizing the most significant players at the local market) and the resources available at the data bases of the Google Trends internet portal. In the text there may be found numerous illustrations and other empirical data which, in a clear way, successively demonstrate the problems under investigation and emphasize the observations emerging from their analysis. The structure of the paper assumes the use of the drift toward the exploitation of the synthetic data whose purpose is to trace out a broad perspective within which the question raised in the title may be explored. The latter may be explored within the broader research program planned for the future. Such approach would guarantee the discovery of the most essential phenomena that are detectable only when a large scale research is made

The popularity of CMM IT project management standards in the context of the condition of informatics branch in Poland between 2007 and 2014

The paper is designed to discuss the dynamics of growing popularity of the set of standards applicable to the management of informatics projects, the set in question being referred to as the CMM. The latter is a device the objective of which is to guarantee a high quality level of the software that is produced. The implementation of the CMM, when confirmed by the auditors, became a certificate that is being availed of in the market competition. In view of the fact that in case of public contracts some countries bluntly require the confirming that the CMM is being applied, the global enterprises in informatics branch have to assume adaptation activities in this respect. This tendency gradually reaches also the cooperating parties and sub-contractors of the largest corporations. As a result, in such countries like Poland (where the outsourcing services in programming are rendered) we can observe the degree of convergence between local and global standards. While relying on the data published in the text, we may find that the situation of the IT branch in Poland is strongly conditioned by the global developments. Nevertheless it has also its own specificity. The objective of the paper is to outline the general framework within which there function the enterprises affiliated with the analysed sector in Poland. The image thus arrived at may be confronted with the phenomenon of global and local changes in the dynamics developing in the interest in the CMM standard. This would allow to make an assessment of the degree of the aforementioned convergence and make the analysis of the possible differences in this respect. The paper exploited the data derived from the Warsaw Stock Exchange (the data characterizing the most significant players at the local market) and the resources available at the data bases of the Google Trends internet portal. In the text there may be found numerous illustrations and other empirical data which, in a clear way, successively demonstrate the problems under investigation and emphasize the observations emerging from their analysis. The structure of the paper assumes the use of the drift toward the exploitation of the synthetic data whose purpose is to trace out a broad perspective within which the question raised in the title may be explored. The latter may be explored within the broader research program planned for the future. Such approach would guarantee the discovery of the most essential phenomena that are detectable only when a large scale research is made

The effect of bullwhip as a deformation of information in the supply chain

The subject matter of the present contribution is the process of the flow of information and the phenomenon of bullwhip effect that accompanies this process. The latter consists in the increase in the variableness of orders lodged by the firms with their direct suppliers. This is the effect that systematicaly increases its intensity as the supply chain moves upwards. The authors of the present contribution make up a synthesis of the research that has hitherto been made with respect to the bullwhip effect. Likewise, they discus the causes of the occurance of this effect and the measures (including the methods of information management) which raise the effectiveness of information processe

73 I BUSINESS AND NON-PROFIT ORGANIZATIONS AS THE OBJECT OF RESEARCH Monika Stawicka IDENTIFICATION AND INTERPRETATION OF THE IMPORTANCE OF CUSTOMER SERVICE SATISFACTION FACTORS

Abstract Customer satisfaction is shaped by their experience over the whole supplier -customer relation cycle, i.e., throughout a pre-transactional, transactional and post-transactiona

The operational priorities in the management of production : a difficult compromise or the situation of being complementary to one another

Competitive priorities of low cost, quality, delivery, and flexibility, are a key strategic choice in the process of designing an effective operations strategy. They guide operations managers in developing manufacturing capabilities that enhance the firm's competitive position in the marketplace. In this study, we review both theoretical and empirical literature on competitive priorities. In particular, we discuss the available models of choice for competitive priorities: the trade-off model, the cumulative model, and the integrative approach. We identify critical questions that can guide the future research on operations strategies followed by Polish manufacturing firms