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Tworzenie kultury organizacyjnej zorientowanej na klienta

100%
Bojanowska A.
Handel Wewnętrzny
|
2016
|
issue 1 (360)
202-212
PL
Tematem rozważań jest zagadnienie tworzenia kultury organizacyjnej ukierunkowanej na klienta w różnych aspektach. Celem opracowania jest ukazanie specyficznych zmian zachodzących w kulturze organizacyjnej różnych przedsiębiorstw po wdrożeniu systemu zarządzania relacjami z klientami (CRM). Są to zmiany, które wynikają z konieczności dopasowania filozofii firmy do filozofii CRM, a także ze zmian zachodzących w samych pracownikach w procesie wdrażania koncepcji CRM. W artykule ukazano również, jakie kultury organizacyjne są najbardziej przyjazne koncepcji CRM, a także nową kulturę organizacyjną firmy nakierowaną na klienta przez rozważania teoretyczne oraz przykłady praktyczne. Z tego powodu rozważania opierają się na obserwacji oraz badaniach literaturowych. Artykuł ma charakter metodologiczny, opiera się na studiach przypadku.
EN
The topic of considerations is the issue of creation of customer-oriented corporate culture in various aspects. An aim of the study is to show the specific changes taking place in the corporate culture of various enterprises upon implementation of the customer relationship management (CRM) system. These are the changes arising from the need to adjust the firm’s philosophy to the CRM philosophy as well as from the changes occurring in the very employees in the process of implementation of the CRM concept. In the article, there is also indicated, what corporate cultures are the most friendly for the CRM concept, as well as the new corporate culture aimed at the customer by way of theoretical considerations and practical examples. For this reason, the considerations are based on observation and literature studies. The article is of the methodological nature, it is based on case studies.
RU
Тема рассуждений – вопрос о формировании корпоративной культуры, направленной на клиента, в разных аспектах. Цель разработки – указать спеифические изменения, происходящие в корпоративной (организационной) ультуре разных предприятий после внедрения системы управления взаимоотношениями с клиентами (англ. CRM). Это изменения, которые вытекают из необходимости приспособления философии фирмы к философии CRM, а также из изменений, происходящих в самих сотрудниках в процессе внедрения концепции CRM. В статье указали тоже, какие организационные культуры наиболее подходящи для концепции CRM, а также новую корпоративную культуру фирмы, направленную на клиента, путём теоретических рассуждений и с указанием практических примеров. По этому поводу рассуждения основываются на наблюдении и изучении литературы. Статья имеет методический характер и основывается на изучении конкретных случаев из хозяй- ственной практики.
2
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Values and well-being – how are individual values associated with subjective and eudaimonic well-being?

63%
Bojanowska A., Czerw A.
Polish Psychological Bulletin
|
2020
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vol. 51
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issue 2
162-169
EN
Schwartz created a circle of values reflecting people’s individual systems of goals and motivations. These values can be grouped into different dimensions: self-protection versus self-growth and concentration on others versus concentration on self. In the present study, we analysed how these dimensions are related to hedonic and eudaimonic well-being; N=747 participants, representative of the general Polish population, completed the Portraits Value Questionnaire, Satisfaction with Life Scale and Questionnaire for Eudaimonic Well-being (online study). A series of models were tested using structural equation modelling. We found that concern for self and self-protection values were related to higher hedonic well-being, whereas concern for others and growth values were related to its lower levels. However, growth and concern for others were positively linked to eudaimonic well-being, but they may also positively and indirectly impact hedonic well-being (suppression effect). These results suggest that some values are associated with a feeling of self-realisation at the cost of current hedonic well-being.
3
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Subjective well-being among teenagers of different ages: the role of emotional reactivity and social support from various sources

63%
Bojanowska A., Zalewska A. M.
|
2011
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vol. 49
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issue 5
5-21
EN
The aim of the study was to examine the effects of emotional reactivity and support from different sources for the well-being of teenagers on different stages of development. Data on emotional reactivity, perceived social support from different sources and subjective well-being (SWB) was gathered from 180 younger and 135 older adolescents. Regression analyses included emotional reactivity and social support from different sources as predictors of SWB (positive affect, negative affect and life satisfaction). Analyses showed that emotional reactivity predicted all components of SWB. Support was a signifi cant predictor for positive affect and satisfaction, but its specifi c functions depended on age group and its analyzed source. Interaction effects of support with emotional reactivity were signifi cant only among older adolescents - positive affect depended on interaction between emotional reactivity and support from friends, life satisfaction depended on interplay between emotional reactivity and support from teachers.
4
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Adherence to treatment among chronically ill ambulatory patients

51%
Bojanowska A., Zatorski M., Gazdowska J., Durlik M.
Polish Psychological Bulletin
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2017
|
issue 3
380-387
EN
According to Information-Motivation-Behavioural Skills model (IMB), accurate Information, strong Motivation and adequate Behavioural skills are prerequisites of treatment adherence. This model has been verified among chronically ills patients, usually suffering from one particular disorder. No studies report how the model fits data from a more diverse group. The aim of the study was to analyze adherence and its barriers in a group of three hundred patients suffering from various, common chronic disorders. They filled out IMB and Adherence Questionnaire. Information and Motivation correlated moderately (.35). Behavioural Skills was the strongest predictor of adherence (.24). An additional relationship was found: Information and Motivation interacted and the role of either of these dimensions vanished if the indices of the other were high enough. The relationships between IMB dimensions and adherence were confirmed in a varied clinical sample. Behavioural skills must be considered when working with non-adherent patients, as they are the strongest predictor of adherence. Other interventions may be limited to either Information or Motivation only if there is a chance of raising one of them to extreme levels. This may be useful with special cases, when increasing both is problematic.
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