Orientacja na klienta organizacji procesowej w dobie kryzysu zaufania – model satysfakcji. Studium przypadku organizacji sektora energetycznego

• Authors: Michał Flieger , Kosiński Eryk

Title variants

EN

CLIENT ORIENTATION IN PROCESS ORGANIZATION DURING TRUST CRISIS – SATISFACTION MODEL

• Languages of publication: PL

Abstracts

EN

The article examines the problem of satisfaction maxmalizing in the period in which there is a huge trust deficit among the customers. To manage this problem organizations may implement process management and thus they may adjust their product to the needs of the clients. Moreover, the role of the other element in company operations can not be forgotten. Thus, the model of satisfaction has been shown. The model focuses on elements which are important for the customers and which in the same time play important role in satisfaction creation. In this way companies know exactly where they should seek for their competitive advantage. In the article there has also been presented practical example of model implementation in energy sector.

• Publisher: Wydział Zarządzania - Uniwersytet Gdański
• Journal: Zarządzanie i Finanse
• Year: 2012
• Volume: 4
• Issue: 1
• Pages: 299-311

Contributors

author

Michał Flieger

• adiunkt w Katedrze Nauk Ekonomicznych Wydziału Prawa i Administracji UAM, al. Niepodległości 53, 61-714 Poznań

author

Kosiński Eryk

• [e-mail]
• Wydział Prawa i Administracji UAM, al. Niepodległości 53, 61-714 Poznań