- Author
- Czuba Tomasz, Skurczyński Marcin
- Title
- Badania tajemniczy klient a badania satysfakcji (aspekt praktyczny)
Mystery Shopper Research and Satisfaction Surveys (Practical Approach) - Source
- Prace Naukowe Akademii Ekonomicznej we Wrocławiu, 2003, nr 1004, s. 255-259, bibliogr. 2 poz.
- Issue title
- Badania marketingowe : metody, tendencje, zastosowania
- Keyword
- Badania marketingowe, Mystery Shopping, Obsługa klienta
Marketing research, Mystery Shopping, Customer service - Note
- summ.
- Abstract
- Zaprezentowano model realizacji badania pt. tajemniczy klient. Dzięki niemu można uchwycić istotne cechy poziomu jakości obsługi klienta. Umożliwia on wprowadzenie zmian i jednoczesna obserwacje adaptacji tych zmian.
The main objective of any marketoriented enterprise is customer satisfaction. It depends on a relation between customer's perception of a product or a service and his expectations towards this product/service. A satisfied client is more loyal and in a long term his price sensitivity decreases. Mystery Shopper research technique is useful in surveys that focus on the problems of the quality of customer service that is a vital element of delivering customer satisfaction.(original abstract) - Accessibility
- The Main Library of the Cracow University of Economics
The Library of Warsaw School of Economics
The Library of University of Economics in Katowice
The Main Library of Poznań University of Economics and Business
The Main Library of the Wroclaw University of Economics - Bibliography
-
- Kotler P., Armstrong G., Saunders J., Wong V., Marketing. Podręcznik europejski, PWE, Warszawa 2002.
- Węcel K., Mierzenie relacji z klientem, "Gazeta Praca dla Informatyków" 2000 nr 1 (dwutygodnik elektroniczny).
- Cited by
- ISSN
- 0324-8445
- Language
- pol
