PL EN


2016 | 255 | 58-70
Article title

Logika usługowa a kształtowanie jakości usług

Authors
Content
Title variants
EN
Shaping the service quality and service logic
Languages of publication
PL
Abstracts
PL
Zgodnie z logiką usługową Ch. Grönroosa to konsument tworzy wartość (jako „wartość w użyciu”) w procesie konsumpcji. Producent staje się współtwórcą wartości, kiedy wchodzi w interaktywne kontakty z konsumentami podczas używania przez nich dóbr i usług. Celem artykułu jest pokazanie, jak działania mające na celu kształtowanie jakości usług mogą stać się działaniami współtworzącymi wartość przez usługodawcę.
EN
According to the service logic the consumer creates value (as "use value") in the process of consumption. The provider becomes a value co-creator when creating interactive contacts with customer during their use of goods or services. The aim of this article is to show that care of the service quality is compatible with the service logic and contributes to the co-creation of value. Considerations based on the integrated quality model developed by P. Golder, D. Mitra, Ch. Moorman.
Year
Volume
255
Pages
58-70
Physical description
Contributors
author
  • Uniwersytet Ekonomiczny w Krakowie, Wydział Zarządzania, Katedra Marketingu
References
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Document Type
Publication order reference
Identifiers
ISSN
2083-8611
YADDA identifier
bwmeta1.element.cejsh-0e2e13b9-21d5-4dfe-91d5-63bf875acfca
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