Abstract:Purpose:The aim of the paper is to present the concept and analyse the possibility of using the matrix of information needs as a tool improving the process of customer service. Moreover, the paper presents the procedure of its implementation and use on the example of a production company from the furniture industry operating in Poland. Design/Methodology/Approach: The paper uses the concept of case study. It presents the essence of the matrix of information needs as a tool to improve communication between depa… Show more
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