Wymiary relacji z konsumentem na rynku usług w świetle wyzwań nowej gospodarki

• Authors: Mitręga, Maciej

Title variants

PL

Dimensions of Relationships with Customers on the Market of Services in the Light of Challenges of the New Economy

Abstracts

EN

This article presents the results of the analysis of data collected in interviews based on it sample of customers of banks, mobile telephony operators and travel agencies in Poland. He objective of the research was to identify various dimensions of the customers' relationships alb their principal service providers and to examine relationships between variables representing relationships' dimensions. The results indicate that in three analysed service sectors the factors that contribute most to the establishment of strong, durable customer relationships are effective variables, rather than demographic and socio-economic characteristics or the way liai contacts with customers are conducted. A regression model of the strength of customer relationship is developed and some practical implications for managers are presented.

• Publisher: Uniwersytet Łódzki. Wydawnictwo Uniwersytetu Łódzkiego
• Journal: Acta Universitatis Lodziensis. Folia Oeconomica
• Year: 2004
• Volume: 179 cz. 1

Dates

published

2004

Contributors

author

Mitręga, Maciej

other

Akademia Ekonomiczna w Katowicach, Katedra Badań Rynkowych i Marketingowych

Identifiers

URI

http://hdl.handle.net/11089/7266