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    Wyświetlanie 1-5 z 5
    Tytuł:
    Funkcjonalny wymiar konfliktu na rynku usług bankowych w Polsce
    Functional conflict dimension on the banking services market in Poland
    Autorzy:
    Berger, Malwina
    Mitręga, Maciej
    Powiązania:
    https://bibliotekanauki.pl/articles/419904.pdf
    Data publikacji:
    2015
    Wydawca:
    Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
    Tematy:
    conflicts
    customer relationships
    banking
    measurement
    Opis:
    Managing conflicts in customer relationships is one of most important and, at the same time, one of least explored, research areas within the larger area of relationship marketing studies. Such studies were not conducted in post-communist countries, which may be treated as a gap in the emerging theory of relationship conflict management. This paper presents research results that identify multi-dimensionality of conflict from the perspective of customers in banking industry in Poland. This study emphasizes four aspects of conflict handling, and the influence of these factors on customer satisfaction in relationship with the bank. This study is grounded in so-called “equity theory” with regard to exchange relationships.
    Źródło:
    Nauki o Zarządzaniu; 2015, 3 (24); 20-32
    2080-6000
    Pojawia się w:
    Nauki o Zarządzaniu
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Czynniki warunkujące zarządzanie relacjami z klientami - studium przypadku placówki medycznej X
    Factors Influencing on Customer Relationship Management - Case Study of X Medical Facility
    Autorzy:
    Chęcińska, Martyna
    Mitręga, Maciej
    Powiązania:
    https://bibliotekanauki.pl/articles/590382.pdf
    Data publikacji:
    2014
    Wydawca:
    Uniwersytet Ekonomiczny w Katowicach
    Tematy:
    Budowanie lojalności klienta
    Placówki służby zdrowia
    Relacje z klientami
    Rynek usług medycznych
    Usługi medyczne
    Zarządzanie Kontaktami z Klientem
    Cultivation customer loyalty
    Customer Relationship Management (CRM)
    Medical facilities
    Medical services
    Relationships with customers
    Opis:
    The article focuses on factors determining the effective management of customer relationships on the example of health care services provider operating in private sector in Poland. This article consists of two parts. In the first part there are issues related to customer loyalty reviewed in the context to prior health care studies. Next, the loyalty stimulants are empirically tested on the sample of patients of the given health care company. This study enriches our knowledge about relationship management in the health care by suggesting that front-line personnel attitudes are the dominating aspect (both: doctors and nurses) and infrastructure and appearance are insignificant factors.
    Źródło:
    Studia Ekonomiczne; 2014, 182; 111-120
    2083-8611
    Pojawia się w:
    Studia Ekonomiczne
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    "Appreciate me and i will be your good soldier". The exploration of antecedents to consumer citizenship
    Autorzy:
    Dewalska–Opitek, Anna
    Mitręga, Maciej
    Powiązania:
    https://bibliotekanauki.pl/articles/125686.pdf
    Data publikacji:
    2019
    Wydawca:
    Politechnika Białostocka. Oficyna Wydawnicza Politechniki Białostockiej
    Tematy:
    customer citizenship behaviour
    value co-creation
    appreciation
    gender
    zachowanie obywatelskie klienta
    współtworzenie wartości
    uznanie
    płeć
    Opis:
    Customer citizenship behaviour (CCB) is an important consumer trend observed in the contemporary market. It may be described as an extra-role, voluntary behaviour performed in favour of other customers or companies. One of the CCB dimensions, namely, providing customer feedback to company offering, overlaps with value co-creation as a booming marketing concept. Our knowledge about factors determining this behaviour is relatively week. Trying to fill the gap, this paper discusses inclination for value co-creation among customers on the basis of literature review and explorative research. This explorative study aims to identify some company-related and customerrelated antecedents to customer citizenship behaviour in the form of value co-creation in favour of companies. The theoretical deliberation is based on a critical literature review. The empirical part of the paper is based on explorative research in the form of a survey of 105 non-randomly selected customers. Aiming to identify the key drivers for customer inclination to participate in value co-creation, the exploratory factor analysis (EFA) was conducted; next, the quality of factor structure was assessed with the help of SmartPLS 3.0 using standard measures of validity; and finally, structural links between the inclination to co-create and distinct antecedents were estimated using the partial least square structural equitation modelling technique (PLS_SEM). The factor analysis suggested distinguishing two aspects of customer co-creation, i.e., either initiated by companies (Organised Co-Creation) or by customers (Spontaneous Co-creation). The estimated PLS structural model shows that only some casual paths were found statistically significant, i.e., the appreciation showed by companies towards customers engaging in the organised co-creation process (as extrinsic motivation) and customer innovativeness, as well as the fulfilment of the need for stability (as intrinsic motivation) with regards to spontaneous co-creation. The ex-post moderation analysis with the help of the PLS_MGA algorithm enabled to identify gender as the factor potentially explaining inter-group differences in the structural model.
    Źródło:
    Engineering Management in Production and Services; 2019, 11, 3; 48-59
    2543-6597
    2543-912X
    Pojawia się w:
    Engineering Management in Production and Services
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Czynniki zachęcające i zniechęcające konsumentów do udziału w punktowych programach lojalnościowych
    Incentives and Disincentives for Consumers Participation in the Loyalty Schemes
    Autorzy:
    Laskowska, Justyna
    Mitręga, Maciej
    Powiązania:
    https://bibliotekanauki.pl/articles/591273.pdf
    Data publikacji:
    2014
    Wydawca:
    Uniwersytet Ekonomiczny w Katowicach
    Tematy:
    Budowanie lojalności klienta
    Marketing relacji
    Programy lojalnościowe
    Zachowania konsumenta
    Consumer behaviour
    Cultivation customer loyalty
    Loyalty programs
    Relationship marketing
    Opis:
    The purpose of this paper was to summarize the existing research regarding the factors affecting customers' participation in the loyalty schemes and the factors contributing to customer resignation from the loyalty schemes. It was found that the economic costs and benefits have a major impact on the customers' decision to participate in such programs. Furthermore, four customer frustration factors affecting customer resignation from the program were identified: qualification barrier, inaccessibility, worthlessness, and redemption costs.
    Źródło:
    Studia Ekonomiczne; 2014, 182; 89-98
    2083-8611
    Pojawia się w:
    Studia Ekonomiczne
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Istota i konsekwencje konfliktu w relacjach między przedsiębiorstwem a klientem
    The Essence and Consequences of Conflict in the Relationship between a Firm and Its Customers
    Autorzy:
    Berger, Malwina
    Mitręga, Maciej
    Powiązania:
    https://bibliotekanauki.pl/articles/586832.pdf
    Data publikacji:
    2014
    Wydawca:
    Uniwersytet Ekonomiczny w Katowicach
    Tematy:
    Marketing relacji
    Reklamacje klienckie
    Relacje przedsiębiorstwo-konsument
    Relacje z klientami
    Rozwiązywanie konfliktów
    Zarządzanie konfliktami
    Client complaints
    Conflict management
    Enterprise-customer relationship
    Relationship marketing
    Relationships with customers
    Solving conflicts
    Opis:
    The aim of the article is to present the issue of conflict between a firm and its customers. It also discusses the threats and opportunities for the company. Conflict is undoubtedly an inevitable part of relationship and it is usually manifested by making complaints. Negative consequences of the conflict are inter alia: a relationship breakdown and customer's revenge. However, when conflict is managed effectively, it can also be a source of opportunities, such as: deepening of relationship, positive recommendation, and increase of loyalty.
    Źródło:
    Studia Ekonomiczne; 2014, 182; 45-54
    2083-8611
    Pojawia się w:
    Studia Ekonomiczne
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-5 z 5

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