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8
Summaries
Spistreści
RomanBatko:Betweenasanctuaryandanamusementpark–thecontempo-
rarymuseumonthewaytoqualityimprovement...
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22
UrszulaBąkowska-Morawska:Customerservicestrategytheoperational
excellence...
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34
PiotrBiałowąs:Selectedmicroandmacro-economicphenomenaandcus-
tomerfocusofcontemporaryenterprises...
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42
TadeuszBorys:Clientasthe"initialandfinal”componentofconducted
businessoperations...............................................
56
TomaszBrzozowski:Customersexpectationandsatisfactionasdeterminants
ofnormalizedmanagementsystemsimprovement...
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63
MarekBugdol:Theinternalclientconcept-socialconditionofimplemen-
tation...
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72
MałgorzataChojnacka:Someaspectsofappraisalofclient,ssatisfaction
assessment–thetheoreticalandempiricalstudy......................
85
MartaChudykowska:Customerperspectiveinselectedconceptsoforgani-
zation,sperformancemeasurement...
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102
AnnaDobrowolska,WiesławDobrowolski:Impactoftheinformationtech-
nologyonthequalityoftheserviceprocessandontheclient...
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119
BeataDomańska-Szaruga:Qualityinthesphereofbankservices.........
134
JoannaDziadkowiec,UrszulaBalon:Amodeloftheinternalandexternal
customersatisfactionassuranceinanorganization....................
151
JoannaEjdys:Personalbenchmarkingasatoolofcontinualimprovement
ofuniversityteacher..............................................
164
ZenonFoltynowicz,MartaPurol:Theevaluationofeducationalservices
175
BartoszFortuński:ImpactofenvironmentalmanagementsystemISO14001
onsatisfactionoftheclientbasedononeorganizationrelatedtopower
industry.........................................................
193
DanielGach:Buildingtherelationwithcustomersbycreatingcustomercom-
munities...
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207
MariuszGiemza:Motivationofinternalclientinorganisationwiththequal-
itymanagementsystem............................................
221
MagdalenaGraczyk,KrzysztofWitkowski:Thequalityofwaterandsani-
tationservices....................................................
239
TomaszGreber:Second-partyauditsasacustomersatisfactionsurveyand
chancefordevelopment...........................................
248
PiotrGrudowski:Theroleofthemodelsofexcellenceinqualitymanage-
mentsystemsofhighereducationinstitutions.........................
260
MarekJarzębiński:Theroleofthelabellingandcertificationofqualitysys-
temsintheprocessoffulfillingcustomerrequirementsasexemplifiedby
thehotelindustry.................................................
277
