Search results

1

SOCIAL RELATIONS AND ENVIRONMENTAL INFLUENCE AS A DETERMINANT OF CUSTOMER CAPITAL

100%

Caputa W.

Oeconomia Copernicana

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2015

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vol. 6

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issue 2

109-128

EN

The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and factor analysis.

2

The Analysis of the Consumer Satisfaction with the Quality of Logistics Services in the DPD Company

100%

Roman K., Sawczuk D.

Logistics and Transport

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2017

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vol. 34

33-40

EN

Customer service is one of the leading elements of modern logistics. The issues connected with the quality of services as well as to the level of customer service are the subject of interest of many researchers. Based on the literature of the subject, it can be safely stated that the most of the available papers focus on the theoretical aspect of this matter. Therefore, in the following work one can see an attempt of presenting the process of implementing logistic customer service based on one of the leading courier companies in Poland. Dynamic Parcel Distribution (hereinafter referred to as DPD) is a company that owns nearly 30% of shares in the Polish courier market. The significant position of the national leader in the courier service business obliges the company to conduct the responsible and efficient customer service that is adjusted to the demands of the buyers. The purpose of this study was to investigate how logistic customer service improves the relationship between company and its customers. The evaluation of research findings will result in proposing solutions that will aim to improve the processes connected with the customer service in the DPD Company.

3

LOGISTYCZNO-MARKETINGOWY SYSTEM TWORZENIA WARTOŚCI DLA KLIENTA - WYBRANE ELEMENTY

100%

Pokusa T.

Logistics and Transport

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2006

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vol. 3

51-62

EN

High value for a customer leads to the higher coefficient of a customer maintenance. This fact seems to be simple and logical. Nevertheless, surprising as it may be, only few firms deal with the implementation of the mentioned relationship. Similarly, delivering higher value than competitors do, enables a firm to 'capture' the considerable part of consumer's expenses. Additionally, firms which deliver higher value, usually, have more profitable structure of costs than their competitors. It takes place because these firms pay more attention to the rationalization of processes inside the firm (processes creating value) and fulfill customers' requirements better. Both, proper relations between co-workers and smaller coefficient of staff rotation are very characteristic of the firms delivering higher value. Enthusiastic workers can build positive relations with customers. Furthermore, they are the stimulating source of valuable ideas of how to operate a firm better, how to improve communication within a firm, or, finally, how to increase mutual reliability. Obviously, the firms delivering higher value tend to develop quicker and give better profits. What is more, delivering higher value for a customer has a huge impact on generating the success of a firm. The essential area of competing in here is the formation of logistic-marketing system to create a value for a customer. A firm should unceasingly aim at improving the results achieved, and, at the same time, at decreasing the risk of mistakes. The given article characterizes these problems presenting the logistic-marketing structure of a value chain and touching the question of logistic quality and perfection.

4

Consumer behaviour on the e-commerce market in the light of empirical research in Lubuskie voivodeship

100%

Kułyk P., Michałowska M.

Management

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2016

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vol. 20

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issue 1

239-255

EN

The main aim of this article was to identify the behavior of consumers in the e-commerce market in Poland, according to the model of e-customer as adopted by Meier and Stormer. An attempt was made to answer the following questions: whether education has an impact on the propensity to make purchases over the Internet and the level of concern about Internet security, what are the greatest limitations of e-commerce, whether there is a clear link between the assessment of the overall impression of shopping online and satisfaction with service. The study shows that the largest group of respondents make purchases in online stores after carefully reading the information relating to the e-business and the products it offers, often adding a Web address to favorites returning later to obtain detailed information, or return to some services. At the same time they show a great interest in the price and terms of delivery. The research procedure used the analysis of literature, statistical data and results of the survey respondents of Lubuskie voivodship.

5

Customer as the recipient of the public administration services

100%

Stronska-Rembisz A., Sikora M.

Scientific Journal of the Military University of Land Forces

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2018

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vol. 50

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issue 3(189)

272-282

EN

The article discusses the way of perceiving the public administration recipient in the context of services provided by this administration. The authors pay special attention to changes taking place in public institutions, resulting in a change in the perception of a recipient of public services. The work also presents the specifics of the public administration customer, applying a comparison to the company's customer.

6

Customer relationships as dynamic capabilities of an enterprise – theoretical aspects and practical implications

100%

Pukas A.

Scientific Journal of the Military University of Land Forces

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2018

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vol. 50

|

issue 4(190)

162-170

EN

The article has a character of a theoretical overview and presents marketing aspects of the Resource-Based View (RBV). The considerations in this article are related to the Dynamic Capability Concept as a new research area in management sciences. The theses of the article focus particularly on locating customer relationships in the conceptual discourse of this concept. The purpose of this article is to identify relationships with customers as dynamic capabilities of an enterprise. The article also presents directions of practical implications and possibilities for using relational skills as a source of competitive advantage of an enterprise. The article uses the method of source analysis, which is based on domestic and foreign literature of the subject.

7

Online grocery shopping: the customers´ perspective in the Czech Republic

88%

Bartók O., Kozák V., Bauerová R.

Equilibrium. Quarterly Journal of Economics and Economic Policy

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2021

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vol. 16

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issue 3

679-695

EN

Research background: Online shopping is becoming popular among most customers thanks to quickness and easy shopping, and also due the COVID pandemic. Companies are aware of the great interest of customers and, as a consequence, e-commerce is expanding. There has been a significant increase in online grocery purchases due to economic growth in the past few years. Online shopping attracts a lot of research interest, individual authors and this is a widely discussed topic. It should be borne in mind that online purchasing of food has its own peculiarities compared to the segment of electronics or fashion from the perspective of everyday needs. Purpose of the article: The aim of the study is to analyze specific consumer behaviour in online purchasing of groceries. This study takes into account the age and purchasing preferences of online grocery purchasers. Methods: The study was conducted using quantitative research. Data (n = 171) was obtained by using a questionnaire survey done in the Czech Republic. The questionnaire survey contained 17 questions. For the statistical evaluation, Chi-square test and Pearson's correlation test were used. For the statistical evaluation, Chi-square test and Pearson´s correlation test were used. Findings & value added: The results of the study indicate that there is a relationship between the age of customers and online purchase in the grocery field. However, customers who use the e-shop for grocery purchase are still reluctant to buy perishable goods (meat, pastries) and prefer goods that are packed directly by the manufacturer. The study sheds light on understanding the customers? purchasing behaviour and their preferences in terms of quality of service, payment terms, delivery conditions, and range of assortment.

8

Zasady rozliczania przez banki wynagrodzeń z tytułu oferowania produktów ubezpieczeniowych

88%

Konieczny P.

Nauki o Finansach

|

2015

|

issue 1(22)

69-77

EN

Banks accounting rules in field of bancassurance commissions are different one from another. A preferred by banks accounting rule is to calculate the received fees in full to the income of the current period, because it improves the current financial results. The main factor influencing the choice of a specific accounting rule is the type of service. The adopted rule should also depend on factors specific to accounting, as well as the nature of each product. The adopted rule should be formalized in the banks accounting policy and subjected to verification. The conditions of insurance contracts should allow an assessment of their nature, properties and relationships among products, which will allow to assess if the accounting rules are in accordance with the Polish Accounting Act and international accounting standards.

9

Systemy bezpieczeństwa informacji w przedsiębiorstwach logistycznych – wyniki badania

88%

Walasek R.

Nauki o Zarządzaniu

|

2016

|

issue 1(26)

152-165

EN

In the context of decreasing importance of the material resources provided by the company achieving competitive advantage it is to discover and use their distinctive competencies and creating valuable intangible assets. Intangible assets such as knowledge, experience or skills, enable the company to run effective instruments of competition, including by creating unique partnerships, which are the most important link in the competitive struggle. However, to be effective, these relations must be characterized by mutual trust. A key part of creating the credibility of the company in the market is implemented information security management system. These considerations were the basis to take issues related to the implementation of innovative solutions for the protection and security of information in the logistics companies operating in the region of Lodz. The reflections and conclusions of the research can help to identify key areas where companies using the tools of information security management can achieve measurable benefits and create a competitive advantage in relation to other entities.

10

Brand importance across product categories in the Czech Republic

88%

Formánek T., Tahal R.

Management & Marketing

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2016

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vol. 11

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issue 1

341-354

EN

This paper deals with customer loyalty to brands and provides an analysis of brand-related attitudes among Czech consumers. Brand loyalty is a very important aspect of competitive marketing and we contribute an empirically supported point of view on the topic. Based on primary data from a complex consumer survey carried out for the purpose of this study, we investigate the extent of brand loyalty across different product categories, mostly fast moving consumer goods (FMCG). For convenience, the analysis of our survey-data may be divided in two main areas. First, product categories are ranked according to their potential power to attract customers’ interest and loyalty towards brands. When loyalty programs are prepared, it is important to discern product categories where loyalty potential is weak from those categories that attract consumer loyalty. Second, sociodemographic features and lifestyle factors from the survey are evaluated with respect to different product categories, by means of logistic regression and subsequent average partial effect (APE) analysis. A detailed and practically oriented interpretation of the empirical results is provided by the authors. However, both corporate marketers and academic readers can use the tables with empirical estimation outputs that are provided in this article to draw their own conclusions, which may be focused on the product category of interest and/or focused on any specific consumer group that is of particular interest. Among other topics, this paper emphasizes the fact that brand loyalty is a highly complex phenomenon and that it can and should be analysed from different perspectives.

11

Is Sustainable Development an Issue for Quality Management?

88%

Jasiulewicz-Kaczmarek M.

Foundations of Management

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2014

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vol. 6

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issue 2

51-66

EN

In recent years, sustainable development strategy for enterprises has become an important issue around the globe. This requires the organization to review its current systems to improve the overall triple bottom-line performance (i.e. economic, environmental, and social). Rising to these challenges requires transforming management system towards sustainable management. Assuming quality management (QM) impact on organisations will continue, what types of QM-based improvement initiatives will develop in the future to meet the anticipated organizational and market changes?

12

Customer Orientation Management Concept As The Innovative Way For Ukrainian Enterprises

88%

Illiashenko S., Golysheva I.

MIND Journal

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2016

|

issue 1

1-15

EN

In the article the emergence of the customer-oriented business concept has been analyzed, also differences between a product-oriented enterprise and a customer-oriented company have been discussed. The advantages and disadvantages of the customer-oriented business have been defined. Problems of transition to the customer-oriented concept are grouped according to the following aspects: the state, economic players and an enterprise. As a result the model of the transition from a product-oriented enterprise to a customer-oriented enterprise is developed.

13

Wiedza fiansowa konsumentów – perspektywa europejska

75%

Smyczek S.

Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia

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2017

|

vol. 51

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issue 2

EN

The main fiding which derives from the research is that fiancial literacy of customers on European market is far from the required level. The fiancial literacy level has been found to be affected by fiancial situation, education level, and workplace activity of customers. A signifiant difference in the level of fiancial literacy has been also observed with respect to respondents’ gender, education level and work activity. Financial literacy has signifiantly affected rationality of fiancial decisions of customers. It necessary to underline that the lowest level of fiancial literacy is observed in countries where the fiancial crisis had the strongest influence on economy.

PL

Podstawowym wnioskiem z badań jest to, że wiedza finansowa europejskich konsumentów jest znacznie niższa niż jej pożądany poziom. Okazało się, że na poziom wiedzy finansowej miały wpływ: sytuacja finansowa, poziom edukacji, wykonywany zawód i różne aktywności konsumentów. Znacząca różnica w poziomie wiedzy finansowej została również zaobserwowana w odniesieniu do płci konsumentów, wykształcenia i charakteru ich pracy. Wiedza finansowa znacząco wpływa także na racjonalność decyzji finansowych klientów. Należy podkreślić, że najniższy poziom wiedzy finansowej konsumentów zaobserwowano w krajach, gdzie kryzys finansowy miał najsilniejszy wpływ na gospodarkę.

14

Centra handlowe jako wyznacznik współczesnych trendów w handlu i konsumpcji

75%

Cyran K., Dybka S.

Zeszyty Naukowe Ostrołęckiego Towarzystwa Naukowego

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2013

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vol. Zeszyt

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issue XXVII

232-243

EN

Shopping centers are gaining a stronger position in the retail. Many shops in one place, with a gastronomic and entertainment, wins the game with traditional shopping streets. Accepted by consumers, shopping centers, offer multifunctionality that allows time and cost savings, without compromising the availability of a wide selection of brands and product groups as well as gastronomic services and leisure facilities, is an important advantage and a good prognosis for these entities. Shopping centers, will become increasingly popular shopping destination also in smaller towns. Developers are also interested in launching shopping centers looking in different cities gaps for development, according to location, complement or diversify retail format.

PL

Centra handlowe zdobywają coraz silniejszą pozycję w handlu detalicznym. Wiele sklepów w jednym miejscu, z częścią gastronomiczną i rozrywkową, wygrywa z tradycyjnymi ulicami handlowymi. Akceptowana przez konsumentów wielofunkcyjność oferty centrów handlowego umożliwiająca oszczędność czasu i kosztów, bez utraty dostępności do szerokiego wyboru marek i grup asortymentowych oraz usług gastronomicznych i wypoczynkowych, jest ważnym atutem tych miejsc i stanowi dobrą prognozę na przyszłość dla tych podmiotów. Centra handlowe, będą stawały się coraz popularniejszym miejscem robienia zakupów, a co za tym idzie obiekty tego typu będą powstawać także w mniejszych miejscowościach. Zainteresowanie budową takich obiektów handlowych leży również po stronie deweloperów, którzy w różnych miastach szukają miejsc do zagospodarowania czy to pod względem lokalizacji, czy uzupełnienia oferty lub zróżnicowania formatu handlowego

15

Społeczno-ekonomiczne uwarunkowania skuteczności komunikacji marketingowej w handlu detalicznym

75%

Dybka S.

Nierówności społeczne a wzrost gospodarczy

|

2014

|

issue 38

377-390

PL

Współczesne firmy handlowe i produkcyjne działając na wysoce konkurencyjnym rynku aktywnie oddziałują na potencjalnych klientów. Oferty, które są przedmiotem transakcji rynkowych stanowią zestaw składający się z rdzenia oraz produktu poszerzonego, co odpowiada technologicznej części produktu i dodatkowej wykreowanej wartości. Przedsiębiorcy komunikując się z rynkiem mają do dyspozycji wiele narzędzi, ale wybór właściwego nie jest łatwy, a z uwagi na rachunek ekonomiczny wybór jest niezbędny. Przedsiębiorcy chcą koncentrować się na działaniach, które będą skuteczne i efektywne. Tymczasem może zdarzyć się, że część działań jest skuteczna, ale np. nieefektywna. Po-szukiwanie odpowiedzi na pytanie, co rozstrzyga o skuteczności i efektywności dotyka wielu zagadnień, w tym opinii konsumentów. Jeżeli rozpatrujemy np. działania dotyczące problemów z zakresu polityki asortymentowej, cenowej czy działań promocyjnych to okazuje się, że klient rozstrzyga o ich akceptacji, co ma przełożenie na zakup, jego wielkość, powtarzalność, częstotliwość. W artykule zwrócono uwagę na kwestię rozpoznania cech charakteryzujących nabywcę jako czynników, których analiza pozwala ocenić, czy działania podejmowane przez przedsiębiorców będą skuteczne i efektywne. W tym celu wykorzystano wyniki badań przeprowadzonych wśród konsumen-tów oraz przedsiębiorstw handlu detalicznego. Miały one na celu przedstawienie znaczenia działań marketingowych (komunikacji marketingowej) dla klienta oraz preferowanych przez klientów narzędzi promocji. Przedsiębiorcy biorący udział w badaniu określili, które cechy nabywców w ich opinii są istotne z punktu widzenia dokonania segmentacji rynku i dokonania wyboru w zakresie oferty, a także narzędzi promocyjnych – tak aby podejmowane działania były skuteczne i efektywne.

EN

Modern retail and manufacturing companies operating in a highly competitive market, inter-act actively on potential customers. Offers which are the subject of market transactions are consist-ing of a core and an extended product, which corresponds to the technological part and an addi-tionally created value. Businesses have many methods of communication with customers – the choice is not easy but necessary. Entrepreneurs wish to focus on activities that are effective and efficient. Meanwhile, it may happen that some action is effective but for example inefficient. Searching for the answers to the question of the determinants of the effectiveness and efficiency concerns issues, including consumer feedback. If we consider assortment, pricing and promotional activities it appears that the customer decides on their acceptance, which is visible in the size, recur-rence frequency of purchase. The article concentrates on identification of specific characteristics of the customer as the factors analysis of which allows to evaluate whether the actions taken by the entrepreneurs will be effective and efficient. Results of the research conducted among consumers and retail businesses presents the importance of marketing activities (marketing communication) for the client, and promotion tools preferred by customers. Surveyed entrepreneurs identified the character-istics of buyers which, in their opinion, are substantial for the segmentation of the market and the choice of the offer and promotional tools – allowing the effective and efficient actions.

16

Standardy obsługi klienta w opinii klientów i pracowników galerii handlowych Trójmiasta

75%

Rybowska A., Newerli-Guz J., Schneiderová A.

Handel Wewnętrzny

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2017

|

issue 1 (366)

307-318

PL

W działalności przedsiębiorstw znaczącą rolę odgrywa klient, dlatego też podejmowane są różne działania mające na celu pozyskanie nowych, ale przede wszystkim zatrzymanie starych klientów. Sprzyjać temu ma odpowiednia obsługa klienta, która ma wpłynąć na dobre samopoczucie klienta i jego usatysfakcjonowanie, a w efekcie lojalność wobec danego przedsiębiorstwa. Celem badań było poznanie opinii klientów i pracowników na temat praktykowanych standardów obsługi klienta. Zastosowano metodę ankiety bezpośredniej na podstawie dwóch autorskich kwestionariuszy ankiety, przeznaczonych dla dwóch grup badanych. W badaniu wzięło udział 282 klientów i 96 pracowników trzech galerii handlowych Trójmiasta. Wyniki badań pokazują, że klienci i pracownicy mają podobne zdanie na temat praktykowanych w sklepach i punktach usługowych standardów obsługi klienta. Jedni i drudzy stwierdzają, iż klienci lubią być witani, zwracają uwagę na pracowników i ich wygląd. Jednocześnie wykazano, że oferowanie przez pracowników klientom pomocy jest przez nich źle postrzegane. Klient zwraca uwagę na sposób obsługi i niektóre jej elementy akceptuje, a niektóre budzą jego niechęć. Należy unikać fałszu i nadmiernej gorliwości, ciągłego proponowania pomocy i nagabywania klientów. Dlatego też opracowując standardy obsługi klienta, planując elementy kształtowania dobrych z nim relacji czy wykorzystując systemy zarządzania relacjami z klientem należy uwzględniać tylko te elementy, które są przez klientów akceptowane. Artykuł ma charakter badawczy.

EN

The customer plays an important role in business development and, therefore, different measures are used to acquire new, but above all, to keep old customers. Suitable customer service is favoured and has influence on the customers’ wellbeing and their satisfaction and results in loyalty to the company. The aim of the study was to identify the customers’ and employees’ opinions about the practiced standards of customer service. The method of direct survey based on questionnaires designed for the two test groups was used. The study involved 282 clients and 96 employees of three shopping malls in Tri-City. The results show that customers and employees have a similar opinion on the customer service standards practiced in shops. Both of them state that customers like to be greeted, pay attention to employees and their appearance. At the same time, it has been shown that support offered to customers is badly perceived by them. The client draws attention to the quality of service and some of its components can be accepted, some generate his repugnance. Therefore, by customer service standards developing and using the relationship management systems for customer should be considered only those elements that are accepted by customers.

RU

В деятельности предприятий значительную роль играет клиент, и потому предпринимаются разные меры, направленные на получение новых, но прежде всего удержание старых клиентов. Этому должно способствовать соответствующее обслуживание клиента, которое должно влиять на хорошее самочувствие клиента и его удовлетворение, в результате же – на лояльность к данному предприятию. Цель изучения – узнать мнение клиентов и работников о практикуемых стандартах обслуживания клиента. Применили метод прямого опроса на основе двух авторских вопросников, предназначенных для двух групп опрашиваемых. В изучении приняли участие 282 клиента и 96 работников трех торговых центров Труймяста (Троегорода). Результаты изучения показывают, что у клиентов и работников сходное мнение насчет практикуемых в магазинах и пунктах обслуживания стандартов обслуживания клиента. Одни и другие констатируют, что клиенты любят, когда их при- ветствуют, они обращают внимание на работников и их внешность. С другой стороны, выявили, что предложение работниками помощи для клиентов плохо воспринимается последними. Клиент обращает внимание на способ обслуживания, и некоторые его элементы он одобряет, другие же вызывают у него нежелание. Следует избегать фальша и чрезмерного рвения, постоянного предложения помощи и уговаривания клиентов. И потому, разрабатывая стандарты обслуживания клиента, планируя элементы формирования хо- роших с ним отношений или используя системы управления отношениями с клиентом, следует учитывать только те элементы, которые клиентами одобряются. Статья имеет исследовательский характер.

17

The Management of Complaints in Slovene Public Administration

75%

Stare J., Gruden B., Kovač P.

Organizacija

|

2008

|

vol. 41

|

issue 1

22-30

EN

The Slovene public administration is part of the broader social system, therefore it must be responsive and proactive. The instrument of complaint in the administrative procedure, and wider in the context of the entire administrative management, is very helpful to public administration for tracking social changes and should therefore be seen as a form of constructive criticism. On the basis of user complaints regarding its services or the parties to the administrative procedure, the public administration must learn permanently and, as learning organisation, must incorporate its findings into future practice. The starting point of this contribution is the problems of the complaint in the narrow sense - customer dissatisfaction with the functioning of the public administration or arising from the fact that one of the characteristics of the administrative procedure or other services is the direct contact between the customer and the provider of the service. With this approach, the public administration will develop part of an integral system of quality and excellence that underlines the meaning of satisfaction of (all) the users of public services.

18

Crowdfunding as an Internet Tool Used for Establishing Relationships With the Customer – A Concept Paper

75%

Wiścicka-Fernando M.

Problemy Zarządzania

|

2021

|

issue 1/2021 (91)

165-176

PL

Cel: w artykule podjęto problematykę crowdfundingu, który jest nie tylko nowoczesnym narzędziem pozyskiwania funduszy, lecz także ciekawą formą nawiązywania relacji z interesariuszami. Podstawowym celem artykułu jest ukazanie roli crowdfundingu w procesie tworzenia relacji z klientami. Metodologia: artykuł został podzielony na dwie części. W pierwszej omówiono ideę crowdfundingu jako formy pozyskiwania środków oraz zaprezentowano przykłady wybranych kampanii. W drugiej części przedstawiono proces nawiązywania relacji podczas trwania kampanii crowdfundingowych. W artykule wykorzystano jakościową metodę badań, a zaproponowana koncepcja powstała na podstawie przeglądu literatury. Wyniki: emocjonalne zaangażowanie konsumentów w kampanię crowdfundingową jest istotnym elementem budowania relacji i może być rozwijane na każdym etapie prowadzonej kampanii. Budowaniu relacji z konsumentem sprzyjają charakterystyczne cechy (otwartość, zaangażowanie, ciekawość, chęć dzielenia się informacjami, więź emocjonalna, spontaniczność, znajomość z innymi konsumentami). Istotnym jest fakt, że podczas takich kampanii relacje budowane są na zaufaniu, otwartości i zaangażowaniu. Ograniczenia/implikacje badawcze: model został w całości zbudowany na podstawie literatury. Dlatego jako kolejny krok niniejszych badań, autor sugeruje przeprowadzenie badań z podejściem ilościowym. Ponadto podkreśla, że prezentowana koncepcja wymaga weryfikacji empirycznej i takie badania są planowane w przyszłości. Oryginalność/wartość: w artykule przeanalizowano działalność crowdfundingową pod kątem budowania relacji z klientami. Tym samym autor proponuje nowy sposób budowania relacji z klientami poprzez stworzony model koncepcyjny. JEL: M310 Acknowledgements This research received no funds. Suggested Citation: Wiścicka-Fernando, M. (2021). Crowdfunding as an Internet Tool Used for Establishing Relationships With the Customer – A Concept Paper. Problemy Zarządzania (Management Issues), 19(1), 165–176.

EN

Purpose: As a conceptual paper, this article presents the idea of crowdfunding activities, crowdfunding being not only a modern tool of fundraising but also an interesting form of establishing relationships with stakeholders. The primary aim of the article is to show the role of crowdfunding in the process of creating relationships with customers. Design/methodology/approach: The article has been divided into two parts. The first part focuses on the definition of crowdfunding as a form of raising funds and provides examples of selected campaigns. The second part presents the process of establishing relationships during crowdfunding campaigns. The author applied a qualitative approach to meet the research objectives. Moreover, the concept formulation was done through a systematic literature review. Findings: The emotional involvement of consumers in a crowdfunding campaign constitutes a significant element in relation building and may be developed at any stage of the conducted campaign. Specific characteristics support building relations with consumers (openness, involvement, curiosity, willingness to share information, emotional connection, spontaneity, familiarity with other consumers). A major argument is the fact that during such campaigns relations are built on trust, openness and involvement. Research limitations/implications: The model was completely built based on the literature. Thus, as a further step of this research the author strongly suggests conducting research with a quantitative approach. Furthermore, the author stresses that the presented concept requires empirical verification and such research is planned in the future. Originality/value: This article analyzes crowdfunding activity in view of building relationships with customers. Thus, the author of the article shares the new knowledge and suggests the process of building relationships with customers by critically illustrating the created conceptual model. JEL: M310 Acknowledgements This research received no funds. Suggested Citation: Wiścicka-Fernando, M. (2021). Crowdfunding as an Internet Tool Used for Establishing Relationships With the Customer – A Concept Paper. Problemy Zarządzania (Management Issues), 19(1), 165–176.

19

Research and development expenditures in the sector of Polish enterprises as an instrument of research and development policy

75%

Baruk J.

|

2022

|

vol. 43

|

issue 1

25-52

EN

One of the important and open issues in modern businesses is the financing of research and development R&D activities, treated as an instrument of research and development policy. Maintaining the competitiveness of business entities requires the systemic creation and implementation of innovations, which requires expenditure on R&D activities. The aim of this paper is to identify the level, dynamics and structure of expenditures on R&D activities in Poland and in Polish businesses. The time range of the study covers the years 2015–2019 (or 2017–2019 in the analysis of expenditures in the enterprise sector), the scope concerns the financial aspects of R&D activity on a national scale and in the sector of Polish enterprises, and the sources of the data for analysis are publications of Poland's Central Statistical Office (Statistics Poland). The study applied the following methods: a critical and cognitive analysis of literature in identifying the research problem, a descriptive and comparative method in presenting the problem, a statistical method in calculating percentage shares, and a projection method in proposing model solutions. Overall, the analysis found a relatively low level and dynamics of expenditures incurred on R&D in Poland and in the enterprise sector. Therefore, R&D policy among Polish enterprises can be described as conservative and ad hoc in nature.

20

Lojalność klienta – wyzwanie dla przedsiębiorstw handlu detalicznego

63%

Kucharska B.

Handel Wewnętrzny

|

2017

|

issue 5 (370)

260-268

PL

Celem artykułu badawczego jest rozpoznanie przyczyn i konsekwencji zmian w sposobie kształtowania lojalności klientów w handlu detalicznym. Wskazano na konieczność wykorzystania nowoczesnych technologii informacyjnych do tworzenia zindywidualizowanej, spersonalizowanej i bliskiej klientowi oferty handlowej. Dla realizacji tego celu wykorzystano literaturę przedmiotu oraz inne wtórne źródła informacji pozwalające na rozpoznanie sposobów budowania przywiązania klientów przez największych detalistów.

EN

The goal of the research article is to identify the causes and consequences of changes in shaping customer loyalty. There was pointed out the necessity of using the modern information technology to create an individualised, personalised and close-to-customer retail offer. For this purpose, the subject literature and other secondary sources of information were used to identify ways of building customer loyalty by the largest retailers.

RU

Цель исследовательской статьи – выявить причины и последствия изменений в способе формирования лояльности клиентов в розничной торговле. Указана необходимость использования современной информатики для создания индивидуализированного, персонализированного и близкого клиенту торгового предложения. Для достижения этой цели использовали литературу предмета, а также другие вторичные источники ирформации, прозволяющие выявлять способы формирования приверженности клиентов самыми крупны- ми розничными предприятиями.

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