Browsing by Author "Kwiatkowski, Cezary"

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    Creating customer-based brand equity by enhancing positive service encounters
    (Видавництво Львівської політехніки, 2018-04-24) Kwiatkowski, Cezary; Wroclaw University of Economics
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    Customer complaints - tip of the iceberg
    (Lviv Polytechnic Publishing House, 2016) Kwiatkowski, Cezary; Wrocław University of Economics
    There is a huge amount of dissatisfied customers who forgo making complains, and a number of articulated complaints, which have not been registered. This phenomenon gives rise to a discussion of the actual magnitude of the problem and its repercussions to service quality and market share. This paper addresses the problem of unrevealed customer dissatisfaction by making account of its magnitude, characteristics, and by providing a selection of recommended remedies.
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    The impact of nonverbal communication on customer’s perceptions of service encounters
    (Видавництво Львівської політехніки, 2017-05-18) Kwiatkowski, Cezary; Wroclaw University of Economics