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Wyświetlanie 1-10 z 38
Tytuł:
Building strong relationships between services providers and consumers: Evidence from Poland
Autorzy:
Mitręga, Maciej
Wydawca:
Kaunas Faculty, Vilnius University
Cytata wydawnicza:
Mitrega, M. (2006). Building strong relationships between services' providers and consumers: Evidence from Poland. Transformations in Business & Economics
Opis:
Maciej Mitrega
This paper analyses nature of Business to Consumer (B2C) relationships on the services market in Poland. Post-modern school of thought focuses on customers as individuals who actively communicate their demands and switch between sellers rather on the basis of quality of exchange interactions stream than technical (objective) quality of a product. Growing in the share of GNP services market demands sophisticated approach to marketing because seller credibility is usually evaluated after the first sale is done. In fact marketing theory has a lot of gaps which refer to research methods of B2C relationships and identification of main consumer’s motivations for maintaining relationship with service providers. Among both marketing practitioners and academics there is growing interest in B2C relationships as a complex object of the research. This paper presents main results of 551 interviews conducted in 2003 with particular customers of retail banks, mobile telephony operators and travel agencies. They all were living in Silesia (Poland). The empirical data was used in multidimensional statistical analyses (factor analyses, regression analyses). The main objective of the research was to identify various dimensions of customers’ relationships with their principal financial institutions and to ascertain the factors that contribute to strength of relationship - which is likely to support customer retention - referrals, and long-term profitability. The empirical study was also aimed at designing research methods and measures for particular features of B2C relationships. The research findings suggest that customers’ motivations for maintaining relationship with service providers are complex, inter-related and different in particular service sectors. Within all analysed sectors there is a strong positive relationship between 2 variables: relationship strength and customer satisfaction. This result justifies the thesis that customer satisfaction is the most important for relationship development among relationship features. It is also discovered that interpersonal abilities and professional knowledge of salespeople are the main determinant of customer satisfaction. The regression model also points at variables that have negative influence on relationship strength. Importance of these variables is diverse in particular service sectors, but generally they include customers evaluation of other providers’ offers, sense of pressure to stay within relationship and monetary value of purchases. The research findings can be treated as a suggestion for managers from service companies that, if they want to develop meaningful customer relationships, they should concentrate more on rendering services at an expected (promised) level than on establishing formal barriers that prevent customers from defection. Companies’ websites, mailing campaigns, call centers or computer systems - so called CRM - should be treated by managers as instruments which make it easier for their companies to operate at a large scale. They are not marketing panacea. To become successful in relationship marketing a service company should be rather human than technology oriented. Although an emotional value for customers is more difficult to create, it seems that it is also more difficult to imitate, and therefore, lasting. Although emotional value for customers is more difficult to create, it seems that it is also more difficult to imitate, and therefore, it is lasting.
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
Problem ruchu bezwizowego w stosunkach polsko‑amerykańskich po 1989 r.
Autorzy:
Stolicki, Dariusz
Wydawca:
WSMiP UJ/Księgarnia Akademicka
Opis:
Arkadiusz Nyzio
In the recent decade, the Polish efforts seeking extension of the U.S. Visa Waiver Program to Poland have been one of the major themes in U.S. -Polish relations and an important issue for the Polish public opinion. Polish politicians and media have often presented it in terms of American “ingratitude” for Polish support for U.S. positions like the Iraq war and the Ballistic Missile Defense program. This article, after brief outline of the provisions of the U.S. law governing visas and the Visa Waiver Program, presents a historical account of the issue and its role in bilateral relations since 1989, and describes legislative responses to Polish requests that have been introduced in Congress. After the analysis of those measures, the article concludes that the failure of Polish efforts for Poland’s inclusion in the Visa Waiver Program was caused primarily by mistaken strategy (overemphasis being put on conventional diplomacy over congressional lobbying), congressional reluctance to single out individual countries for exemption from generally applicable rules, and post -9/11 political climate, unfavorable to easing of immigration rules.
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
Determinants, Advantages and Threats Resulting from Application of The Relationship Marketing Concept and CRM Technology In Maintaining Customer Loyalty In Travel Offices in Poland
Autorzy:
Michalska-Dudek, Izabela
Rapacz, Andrzej
Cytata wydawnicza:
Michalska-Dudek I., Rapacz A., Determinants, Advantages and Threats Resulting from Application of The Relationship Marketing Concept and CRM Technology In Maintaining Customer Loyalty In Travel Offices in Poland, Management 2013, vol 17 No 2, pp.190-204
Opis:
In this paper, there are presented both the essence of the relationship marketing concept and the characteristics of CRM class systems, as well as basic advantages and threats resulting from their implementation. There are also described results of the questionnaire survey, which estimated the awareness and level of application of marketing relationship concept and CRM technology in functioning of travel offices in Poland. Conducted survey results allowed for an assessment of the crucial component of the study becomes an identification of benefits and concerns related to implementing these solutions by travel offices.
Izabela Michalska-Dudek
The article was written within the framework of a research project 2011/03/D/ HS4/03420 entitled „Loyalty of travel agencies clients in Poland - determinants, models, research results” sponsored by the National Center of Science.
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
Employees’ Commitment Management in the Assessment of Managers (Based on the Results of Quality Research)
Autorzy:
Moczydłowska, Joanna
Wydawca:
Aeternitas Publishing House
Opis:
The chapter deals with the issue of commitment management. It contains the epistemological part that presents results of the analysis of literature of the problem and the empirical part elaborated on the basis of the focus group interview (FGI). The aim of this study is to confront the commitment management theory with the views of managers on the application of this concept in their professional practice. The collected research material was
Stanisław Borkowski
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
CRM Systems in Customer Relationship Development in the Banking Sector
Autorzy:
Gorzelany - Plesińska, Julia
Gorzelany - Dziadkowiec, Magdalena
Opis:
More and more often, it is the satisfied customer that becomes the target of modern enterprises because he or she influences the profits as well as development potential. Both marketing and management begin to pay particular attention to building relationships with customers. This paper explains the role of customers in organizations. It also describes how CRM systems can aid In building customer relaionships. The study was carried out in the banking sector.
Magdalena Gorzelany-Dziadkowiec
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
Analiza podejść do zarządzania wartością klienta. Próba systematyzacji
The Analysis of Approaches to the Customer Lifetime Value Management. Systematization Attempt
Autorzy:
Tomczyk, Przemysław
Wydawca:
Wydział Nauk Ekonomicznych i Zarządzania, Uniwersytet Szczeciński
Cytata wydawnicza:
Tomczyk P., Analiza podejść do zarządzania wartością klienta. Próba systematyzacji, "Zeszyty Naukowe Uniwersytetu Szczecińskiego" nr 660, seria Ekonomiczne Problemu Usług nr 72, 10/2011, s. 127-139
Opis:
The study deals with the systematization of approaches to the customer lifetime value. The form of appearance of the customer lifetime value drivers in these approaches is used as a criterion. A simple approach is characterized by the drivers indirect appearance, and in complex approach they are directly presented and have a direct impact on the creation and realization of the marketing strategy. Arguments for greater usefulness of the second approach are stated.
W opracowaniu przedstawiono systematyzację podejść do zarządzania wartością klienta. Jako kryterium wykorzystano formę występowania w nich determinant wartości klienta. Wyróżniono podejście proste, cechujące się pośrednim występowaniem determinant oraz podejście złożone, w którym są one ujęte wprost i mają bezpośredni wpływ na tworzenie i realizację strategii marketingowej. Przedstawiono argumenty za większą użytecznością drugiego podejścia.
Przemysław Tomczyk
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
How Can the Organizational Commitment of Pakistan Railways’ Employees Be Improved? The Moderating Role of Psychological Capital
Autorzy:
Bhatti, Ghulam Abbas
Nawaz, Muhammad
Ahmad, Shahbaz
Ahmed, Zeshan
Wydawca:
Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione" / Wyższa Szkoła Biznesu - National Louis Univeristy
Cytata wydawnicza:
Nawaz, M., Bhatti, G.A., Ahmad, S., Ahmed, Z.(2018). How Can the Organizational Commitment of Pakistan Railways’ Employees Be Improved? The Moderating Role of Psychological Capital.Journal of Entrepreneurship, Management and Innovation, 14(1), 123-142
Opis:
The purpose of this research is twofold: firstly it was planned to examine the relationship and impact of peer-relationship on organizational commitment by means of and without the moderating role of psychological capital. Secondly, the researchers aimed to examine the association of organizational culture and organizational commitment, similarly, by way of and without the moderating effect of psychological capital. This study is cross-sectional by nature in which data were collected from the operational staff of Pakistan railways. While investigating the moderating impact of psychological capital on the association of peer relationship and organizational commitment, it was found that psychological capital strengthens the relationship of peer relationship and organizational commitment; and also strengthens the relationship of organizational culture and organizational commitment as well.
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
Feedback in Social Work
Feedback w pracy socjalnej
Autorzy:
Pikuła, Norbert G.
Wydawca:
Instytut Spraw Społecznych Uniwersytetu Pedagogicznego w Krakowie
Cytata wydawnicza:
Pikuła N.G., Feedback w pracy socjalnej, LABOR et EDUCATIO 2013, nr 1, s. 139-152.
Opis:
Poland, like many European countries, is moving away from a welfare state thus it is essential to focus on the effective use of social work, which aims to encourage individuals and groups to change their life situation. Social assistance clients with the support of social workers are taking action to permanently become independent and overcome the crisis. The process of promoting and strengthening the correct attitudes to life in social work, in addition to relevant laws and regulations, is determined by the relationship that is formed between the social worker and the client. Undoubtedly, the basis for effective and proper relationship is assistance in the essential process of interpersonal communication which includes feedback as significant part of it.
Labor et Educatio
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Tytuł:
Praktyczne wykorzystanie koncepcji zarządzania wartością klienta. Studium przypadku IBM
Autorzy:
Tomczyk, Przemysław
Dobiegała-Korona, Barbara
Wydawca:
Instytut Badań Rynku, Konsumpcji i Koniunktur
Cytata wydawnicza:
Dobiegała-Korona B., Tomczyk P., Praktyczne wykorzystanie koncepcji zarządzania wartością klienta. Studium przypadku IBM, Handel Wewnętrzny, listopad-grudzień 2011, s. 5-16
Opis:
In this work the analysis of practical usage of customer's value management conception has been presented. Its efficacy has been shown by the strategy of allocation of resources used for communications actions and the influence of the conception on enterprises value.
Przemysław Tomczyk
Koncepcja zarządzania wartością klienta jest coraz częściej wykorzystywana w praktyce gospodarczej. Wyniki prowadzonych badań potwierdziły ścisłe powiązanie wartości klienta z wartością przedsiębiorstwa. Działania marketingowe prowadzone na podstawie segmentacji klientów prowadzą do pozytywnych rezultatów.
Dostawca treści:
Repozytorium Centrum Otwartej Nauki
Artykuł
Wyświetlanie 1-10 z 38

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