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How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)

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  • Wieslaw Urban

    (Wydzial Zarzadzania Politechniki Bialostockiej)

Abstract

Services are characterized by difficulty and ambiguity when it comes to measuring their quality. The quality measurement as experienced by the customers is very popular, but the measurement of organizational aspects is less developed, and carried out in separation from the customers' experiences. The relationships between quality sources of in an organization and their results within the customers' experiences constitute the main research problem of this study. The review of literature key concepts, focusing on the relationships between the prospect of a service system and customer experiences perspective is provided in the paper. The literature review provides a conclusion that there is a need for better tools for understanding the links which exist between the two mentioned perspectives - organizational and customers'. The measurement procedure, which takes into consideration the organizational system state and the quality experienced by customers, is proposed. This procedure was tested empirically in the case study. The proposed measurement approach allows enterprises the identification of causal links existing between two fundamental perspectives: customers' and organizational.

Suggested Citation

  • Wieslaw Urban, 2012. "How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 10(37), pages 160-179.
    • Handle: RePEc:sgm:pzwzuw:v:10:i:37:y:2012:p:160-179
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    References listed on IDEAS

    as
    1. S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
    2. Y-M. Hsieh & A-T. Hsieh, 2001. "Enhancement of Service Quality with Job Standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 21(3), pages 147-166, July.
    3. Hung-Chang Chiu & Neng-Pai Lin, 2004. "A service quality measurement derived from the theory of needs," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 187-204, January.
    4. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
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