Najlepsze ceny Specjalne oferty dla członków klubu książki PWE Najtańsza dostawa
DOI: 10.33226/1231-7853.2020.11.1
JEL: M31

Orientacja na klienta z perspektywy menedżerów najwyższego szczebla

Orientacja na klienta nadal pozostaje podstawową i integralną kompetencją współczesnej organizacji. Dokonując próby systematyzacji wiedzy dotyczącej orientacji na klienta można wyróżnić trzy podstawowe kierunki naukowej eksploracji: orientacja na klienta jako filozofia biznesu, orientacja na klienta jako obszar aktywności oraz orientacja na klienta jako koncepcja budowania wartości. Należy podkreślić, że zorientowanie na klienta, niezależnie od podejścia, pozostaje w zakresie aktywności menedżerskiej. Celem artkułu jest określenie sposobu postrzegania orientacji na klienta przez menedżerów najwyższego szczebla oraz identyfikacja wybranych czynników determinujących tę orientację. Dodatkowym celem jest systematyzacja wiedzy w zakresie orientacji na klienta.

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Słowa kluczowe: orientacja na klienta; menedżer najwyższego szczebla; determinanty orientacji na klienta

Bibliografia

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