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    Tytuł:
    Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop
    Autorzy:
    Ingaldi, Manuela
    Brožová, Silvie
    Powiązania:
    https://bibliotekanauki.pl/articles/2064873.pdf
    Data publikacji:
    2020
    Wydawca:
    STE GROUP
    Tematy:
    critical incident technique
    service quality
    e-commerce
    Opis:
    The development of e-commerce and communication technologies has allowed changes in the traditional trading system, currently customers can use both stationery shops and e-shops. People no longer need to leave their homes to go shopping, even everyday groceries. They can use the e-shop at any time of day or night, at home or at work. There are no queues, they can get to know other people’s opinions, compare products and services with each other. They can shop while sitting on the sofa in front of the TV and sipping tea. Shopping can be done in the e-shop up to thousands of kilometers away. Especially in the current Covid-19 pandemic, online shopping has become very popular. The aim of the paper was to assess the quality of services offered by the research e-shop. During the research the Critical Incident Technique (CIT) was used. A direct interview was conducted with the customers of the research e-shop who, after using its services, agreed to share their impressions and opinions. They were supposed to describe incidents or situations related to the research e-shop, which they have in their memory, and which caused special satisfaction or dissatisfaction. The analysis allowed to indicate that less than 50% of the incidents described by the customers were positive incidents that cause customers’ high satisfaction, which is not a good situation for the research e-shop. Improvement actions are needed.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2020, 3, 1; 374--383
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Adolescent learner perceptions of foreign language assessment: Critical incident analysis
    Autorzy:
    Czura, Anna
    Powiązania:
    https://bibliotekanauki.pl/articles/913295.pdf
    Data publikacji:
    2018-02-04
    Wydawca:
    Uniwersytet im. Adama Mickiewicza w Poznaniu
    Tematy:
    language assessment
    learner perceptions
    adolescent learners
    critical incident technique (CIT)
    Opis:
    This article reports on a study that aimed to explore adolescent learner perceptions of language assessment experiences and their beliefs about what makes a useful, valuable and highquality assessment. The data was collected by means of the critical incident technique (CIT) in which 25 lower secondary learners (aged 14–16) were asked to recall both positive and negative instances of assessment they had experienced in the course of their language education. The results reveal that the participants held generally positive views of language assessment and paid attention to such aspects of assessment as reliability, appreciation and authenticity. On the other hand, the importance of grades was prioritised over the learning value of assessment, which is characteristic of performance-oriented assessment environment
    Źródło:
    Glottodidactica. An International Journal of Applied Linguistics; 2017, 44, 2; 25-39
    0072-4769
    Pojawia się w:
    Glottodidactica. An International Journal of Applied Linguistics
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Factors influencing structural power dynamics in buyer-supplier relationships: a power sources framework and application of the critical incident technique
    Autorzy:
    Siemieniako, Dariusz
    Kaliszewski, Paweł
    Powiązania:
    https://bibliotekanauki.pl/articles/19322481.pdf
    Data publikacji:
    2022
    Wydawca:
    Instytut Badań Gospodarczych
    Tematy:
    power dynamics
    power asymmetry
    buyer-supplier relationship
    critical incident technique
    manufacturing
    Opis:
    Research background: Although the literature on power asymmetry and power dynamics has recognized the issue of factors that cause power shifts in business-to-business relationships, a more systematic approach and research framework regarding the identification of these factors is lacking. There are attempts in business-to-business literature to use the critical incident technique to study dynamic phenomena, but there are no studies on the factors that increase and decrease the power of suppliers in their relationships with dominant buyers. Purpose of the article: The aim of this paper is to identify the factors that influence the most significant changes in suppliers' power in relationships with dominant buyers. An important objective is also to determine to which power sources the identified factors are assigned. This is crucial for business practitioners, who will be able to adjust their actions when managing a relationship with a dominating partner through knowledge of their own strengths as well as weaknesses. Methods: The study is based on analysis of questionnaires with open-ended questions, and uses the critical incident technique to investigate the behaviour of dyadic parties at key moments in buyer-seller relationships. We have focused on investigation of manufacturing companies mainly from the furniture, construction, energy and printing industries. The analysis of the data was based on the abductive approach as a combination of inductive and deductive coding. Findings & value added: In comparison to previous studies, which did not distinguish the level of importance of each factor, we have obtained only those factors with the greatest impact on power dynamics. We have also obtained factors which can decrease suppliers' power, whereas the literature focuses mostly on factors increasing suppliers' power. The research results reveal the factors that affect an increase and decrease in the power of weaker suppliers in relationships with dominant buyers. First- and second-order factors were identified, and subsequently 3 overarching dimensions for each increase and decrease in supplier power were deduced from the results. The most important overall dimension for the increase in power was the building of suppliers' power capabilities, while the decrease in suppliers' power was most influenced by transactional changes and changes in buyer's expectations. The results can be helpful for managers in focusing their attention on expert power in order to gain knowledge and prepare a practical background for managing asymmetric relationships. It is important to mention that the critical incident technique used in this study has not yet been used to represent power dynamics in B2B relationship literature.
    Źródło:
    Oeconomia Copernicana; 2022, 13, 1; 151-179
    2083-1277
    Pojawia się w:
    Oeconomia Copernicana
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Overview of the main methods of service quality analysis
    Autorzy:
    Ingaldi, M.
    Powiązania:
    https://bibliotekanauki.pl/articles/111773.pdf
    Data publikacji:
    2018
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    Servqual
    Servperf
    IPA
    CIT
    Mystery Shopper
    metoda Servqual
    metoda Servperf
    analiza IPA
    metoda CIT
    Critical Incident Technique
    analiza tajemniczy klient
    jakość usług
    Opis:
    Everyone, every day or almost every day, uses various type of services, without being even aware of it. They could have been both intangible and material services. Customers want to receive services of the highest quality, and service providers are looking for solutions to meet their requirements. They can analyze the quality of their services to indicate the strengths and weaknesses of these services to know what needs to be improved and what can be omitted. In the literature on the quality engineering, many methods that can be used in such a situation are described. In most cases, these methods are based on the differences between customers’ expectations for the service and the perception of the service which they received. In case of most of these method, there is a need of information from customers about research service, which means that they are involved in this process. In the paper five methods of quality service analysis, which are the most often used by service enterprises, were briefly characterizes to help readers to choose the most accurate one for them.
    Źródło:
    Production Engineering Archives; 2018, 18; 54-59
    2353-5156
    2353-7779
    Pojawia się w:
    Production Engineering Archives
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Adolescent learners’ perceptions of assessing speaking and writing skills – critical incident analysis
    Spostrzeżenia nastolatków na temat oceniania ustnych i pisemnych kompetencji językowych – analiza zdarzeń krytycznych
    Autorzy:
    Czura, Anna
    Powiązania:
    https://bibliotekanauki.pl/articles/443043.pdf
    Data publikacji:
    2019-12-30
    Wydawca:
    Uniwersytet im. Adama Mickiewicza w Poznaniu. Collegium Novum. Polskie Towarzystwo Neofilologiczne
    Tematy:
    language assessment
    oral assessment
    writing assessment
    learner perceptions
    adolescent learners
    critical incident technique (CIT)
    ocenianie
    ocenianie kompetencji ustnych ocenianie kompetencji pisemnych spostrzeżenia uczniów
    uczniowie nastoletni
    technika zdarzeń krytycznych
    Opis:
    Learners’ perceptions of teacher assessment practices shape a uniqueclassroom assessment environment that affects learners’ willingness to engage in a task and motivation to learn (McMillan & Workman, 1998). Still, there has been limited research on learners’ perceptions of classroom and high-stakes assessment. This article outlines a study exploring adolescent learners’ perceptions of the speaking and writing assessment they experience in the English classroom. The Critical Incident Technique (CIT) was used to examine both positive and negative instances of oral and written assessment. During oral interviews, the learners reported and elaborated on the assessment experiences they personally perceived as particularly important, memorable and influential. The transcriptions of the interviews were content analysed in order to identify the properties of oral and written assessment that appeared salient to adolescent learners. The study indicates that the participants held predominantly positive views of oral and written assessment, emphasising such aspects as authenticity of assessment, freedom of expression and fair grading. It is worrying, however, that learners are not always provided with clearly articulated assessment criteria and that oral assessment is visibly neglected in the classroom.
    Źródło:
    Neofilolog; 2019, 53/2; 281-297
    1429-2173
    Pojawia się w:
    Neofilolog
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Doświadczenie użytkownika (UX) procesu dydaktycznego na przykładzie projektu „Innowacje rynkowe – projektowanie i wdrażanie”
    User Experiences of the Teaching Process: an Example of the Project “Market Innovation – Design and Implementation”
    Опыт пользователя (UX) дидактического процесса на примере проекта «Рыночные инновации – проектирование и внедрение»
    Autorzy:
    Kłeczek, Ryszard
    Hajdas, Monika
    Wrona, Sylwia
    Powiązania:
    https://bibliotekanauki.pl/articles/563289.pdf
    Data publikacji:
    2018
    Wydawca:
    Polski Instytut Ekonomiczny
    Tematy:
    doświadczenia użytkownika
    problemy skomplikowane
    dydaktyka w szkole wyższej
    innowacyjny model dydaktyczny
    technika krytycznych przypadków
    user experience
    UX
    wicked problems
    higher education
    innovative didactic model
    critical incident technique
    CIT
    опыт пользователя
    сложные проблемы
    дидактика в вузе
    инновационная дидактическая модель техника критических событий
    Opis:
    Celem artykułu jest eksploracja i identyfikacja kategorii doświadczeń uczestników procesu dydaktycznego na podstawie innowacyjnego modelu dydaktycznego. Artykuł został przygotowany na podstawie badania jakościowego uczestników procesów dydaktycznych, łączących wykłady i ćwiczenia z pracami studentów nad wyzwaniami projektowymi sformułowanymi przez przedsiębiorstwa współpracujące w projekcie pt. Innowacje rynkowe – projektowanie i wdrażanie. W badaniu wykorzystano technikę krytycznych przypadków (critical incident technique - CIT).
    The aim of the article is to explore and identify the categories of experiences of the students that participate in the innovative didactic process. The authors prepared the article on the basis of a qualitative study. The informants were the participants in the innovative didactic processes in which lectures, exercises and students’ work on project challenges formulated by enterprises cooperating in the project “Market innovations - design and implementation” were combined. The study used the critical incident technique (CIT).
    Цель статьи – изучить и выявить категории опыта участников дидактиче- ского процесса на основе инновационной дидактической модели. Статья под- готовлена на основе качественного обследования участников дидактических процессов, объединяющих лекции и упражнения с работами студентов по проектным вызовам, сформулированным предприятиями, сотрудничающими в проекте «Рыночные инновации – проектирование и внедрение». В обсле- довании использовали технику критических событий (англ. critical incident technique, CIT).
    Źródło:
    Handel Wewnętrzny; 2018, 4 (375) tom II; 262-271
    0438-5403
    Pojawia się w:
    Handel Wewnętrzny
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-6 z 6

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