Post-transactional customer service in a company’s competitive approach – results of the study

Abstract

The main objective of this paper is to attempt to characterize the post-transactional impact of customer service on building the competitiveness of a company. The article discusses the importance of post-transactional customer service and indicates its key impact on building long-term relationships by maximizing value for the customer. The benefits that the company achieves by using selected techniques and strategies that ensure the clear identification of clients' needs and preferences are shown. The paper also presents a discussion and results of empirical research regarding the impact of post-transaction customer service on building a company's competitiveness by creating relationships with customers. The results of the research showed that the implementation of post-transactional activities at every level of an organization's operation contributes to effective customer service and brings tangible benefits by increasing the efficiency of the supply chain, as well as affecting the creation of added value for the customer.

The Impact of Iso 9001 on Financial Liquidity of Smes Operating in the Renewable Energy Sector in the Podkarpackie Province

“…Research in recent years has indicated an increase in interest in implementing ISO systems in commercial enterprises Okey, Semiz 2010). In many cases, when the prices of products or services offered by competing companies are at a similar level, contractors pay attention to quality when making a purchase (Walasek, 2016;Walasek, 2019;Chiarini et al, 2020). In the literature, statements are slowly appearing that quality management may in the future become a "weapon" in the fight against competition for customers (Bashan, Armon, 2019;G.…”