Postrzeganie przez klienta jego udziału w procesie kształtowania jakości usług

Abstract

In accordance with the concept of service dominance logic, a client is the co-creator of value of acquired tangible asset. One of the basic characteristics of resources affecting the value of a product or service is their quality. In the context of value co-creation the quality of the resources provided by the customer is just as important as the quality of products and services (resources) provided by the manufacturer (supplier). Therefore the final quality of service does not only depend upon the service provider. Quality of services shall be assessed by the technical quality (result) and functional quality (rating of service process). The following article contains a presentation of the results of research on the customer opinions about their participation in the process of service sectors and the impact on the shape and course of the service. (English) [ABSTRACT FROM AUTHOR]