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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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