Pomiar zaufania w przedsiębiorstwie : podejście koncepcyjne

Rudzewicz, Adam

doi:10.31648/oej.2742

Cited by 3 publications

(3 citation statements)

References 8 publications

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“…The emergence of new insurers as well as new products, channels through which these services are delivered, as well as new needs and requirements of the customers, forces insurance companies to perfect their services so that the customer will not resign from their offer and to take care of their sellers' competencies (Walkowiak, 2008). The competition in the insurance market is founded on the quality of services provided by the insurance companies that build long-term relations with the customer and trust by ensuring proper customer service by a salesperson (Rudzewicz, 2018).…”

Section: Introductionmentioning

confidence: 99%

Competencies of Sales Employees as a Determinant of the Quality of Provided Services Based on the Insurance Market

Witkowska¹,

Stachowska²

2021

ERSJ

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Purpose:The main goal of the research presented in this paper was to assess the factors determining the quality of services provided by an insurance agent with particular emphasis on the importance of an employee's competencies. Design/Methodology/Approach: To this end, the Servqual method was employed to survey the clients of insurance agents. This method evaluates the quality of the experienced service and that of the expected service and identifies discrepancies in the customers' expectations. The customers assessed five dimensions (tangibles, reliability, responsiveness to the customer's expectations, assurance, and empathy), to which 22 factors have been assigned. Findings: The survey results proved the assurance and tangibles to be the most and the least essential dimensions. The factors that were of vital importance to the customers included building trust by a sales employee and a high level of his/her knowledge and flawless documentation. The most significant gap between the actual and the expected quality was noticed for the following factors: ensuring the best satisfaction of customer needs and providing services effectively and on time. Practical Implications: The conducted research has confirmed that the quality of provided services requires constant monitoring, verifying the market situation, and improving employees' competencies in the sustainable development of the economy. The insurance awareness of a Polish customer increases; therefore, agents should improve their skills to meet customers' requirements, striving to ensure their satisfaction. Originality/Value: The paper adds to the discussion on the competencies of sales employees as a determinant of the quality of provided services based on the insurance market. It broadens knowledge on the relationship between competencies of sales employees and quality of services.

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Section: Introductionmentioning

confidence: 99%

Competencies of Sales Employees as a Determinant of the Quality of Provided Services Based on the Insurance Market

Witkowska¹,

Stachowska²

2021

ERSJ

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“…Metody bazujące na takim podejściu stosowano np. do pomiaru zaufania organizacyjnego (Reina, 2007;Rudzewicz, 2016;Zeffane, 2012)…”

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Metoda pomiaru poziomu zaufania do technologii

Pawłowska-Nowak,

Nowak

2023

Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu

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Celem artykułu było opracowanie metody pomiaru zaufania do technologii. W docelowej metodzie wykorzystano metodę Thurstona do nadania wag kryteriom decyzyjnym oraz autorsko zmodyfikowaną metodę TOPSIS. Opracowaną metodę zastosowano do zbadania poziomu zaufania do technologii (oprogramowania klasy ERP) wśród pracowników dużego przedsiębiorstwa branży e-commerce w Poznaniu. Artykuł składa się z czterech rozdziałów. W pierwszym z nich zaprezentowano wprowadzenie do podejmowanej w artykule problematyki. Drugi rozdział stanowi przegląd literatury w zakresie zaufania do technologii. W trzecim rozdziale przedstawiono zarówno zastosowane metody, jak i wyniki badań własnych. Artykuł zakończono syntetycznymi wnioskami ze wskazaniem dalszych pól badawczych.

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“…A. Rudzewicz proposed six main research areas to measure trust: image of the organization; knowledge about its mission, vision and goals; competencies and attitude of management; competencies and attitudes of employees; work atmosphere; remuneration policy; and opportunities for development and promotion. The main dimensions of trust were then defined using a set of more detailed research statements (Rudzewicz, 2016). Based on the literature review, several determinants of the level of trust in managers in the organization were identified and categorized.…”

mentioning

confidence: 99%

Trust in managers in SME organizations undergoing digitization

Wziątek-Staśko,

Pobiedzińska

2023

International Journal of Contemporary Management

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Purpose This article aims to present the results of original empirical research on the diagnosis of factors predicting employee trust in managers in - Small and Medium Enterprises organizations undergoing the process of digitization. The concepts of digitization and trust are both defined and several determinants of trust in managers are established. Design/methodology/approach The research methods used were a study of existing literature, as well as empirical research using quantitative methods, conducted using a questionnaire developed by the authors. Findings The collected factual material indicates that the size of an organization is a variable affecting the level of trust between employees and managers in SME-sector organizations undergoing the process of digitization, and also affects which indicators of trust are professed by employees. Practical implications The conducted research identified leading determinants of trust in managers in SME-sector organizations undergoing digitization. This article contributes to reducing a theoretical knowledge gap in the discussed area, while also indicating tools for optimizing the effectiveness of the human capital management process in a world dominated by modern technologies. Originality/value Employees are a key element of modern organizations, and their success depends on the effectiveness of digital change management. Working in an environment based on trust has a positive effect on employees and thus determines the success of the entire organization. This article fills a research gap regarding the role of trust in relationship between employees and their superiors.

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Pomiar zaufania w przedsiębiorstwie : podejście koncepcyjne

Cited by 3 publications

References 8 publications

Competencies of Sales Employees as a Determinant of the Quality of Provided Services Based on the Insurance Market

Competencies of Sales Employees as a Determinant of the Quality of Provided Services Based on the Insurance Market

Metoda pomiaru poziomu zaufania do technologii

Trust in managers in SME organizations undergoing digitization

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