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Związek pomiędzy zaufaniem do lekarza a postrzeganą jakością usługi medycznej

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Krawczyńska A., Uniwersytet Łódzki W. Z.
Acta Universitatis Lodziensis. Folia Oeconomica
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2013
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vol. 287
EN
The issue of trust as an ethical foundation of social infrastructure has always aroused intense interest among social scientists. With the development of the concept of relationship marketing, trust and its impact on the efficiency of the organization has also become a subject of research. The results of these studies show indisputably that the acquisition and maintenance of trust is a key factor in building and developing long-term relationships and valuable service. It is essential that there may be a transfer of knowledge, and cooperation agreements between the two sides. Trust is also an essential part of intangible assets. It is not surprising that research on the issues of trust are carried out in different sectors in this important sector of healthcare services. However, due to the multitude of work and research as well as a variety of approaches to the issues of trust, its determinants and consequences, aim of this article is to analyse this issue on the basis of the perceived healthcare service quality.
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Postrzegana jakość usług a zachowania pozakupowe na rynku turystycznym

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Kosmaczewska J., Smoleńska O., Barczak M.
Rozprawy Naukowe Akademii Wychowania Fizycznego we Wrocławiu
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2015
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vol. 49
118-125
EN
Background. Word of mouth (WOM) has been acknowledged for many years as a factor of major influence on what people know, feel and do. Currently, the word of mouth effect is especially important in the tourism industry, whose intangible products are difficult to evaluate prior to their consumption. The aim of the research was to examine the relationship between the perceived service quality and the respondents’ willingness to recommend the services to others (word of mouth effect). Material and methods. The hypothesis was tested empirically among a sample of 221 students who participated in family vacation in the previous year. The Spearman correlation was established to explore the strength of the relationship between the perceived service quality and the WOM effect. Results. The study supported the hypothesis that the perceived service quality had a positive influence on the word of mouth effect. Conclusions. The perceived quality of services should be regarded as an important determinant of customers’ post-purchase behaviour.
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