Wybrane aspekty oceny satysfakcji i lojalności klientów i pracowników
Selected aspects of the satisfaction and loyalty of customers and employees

Summary/Abstract: The objective of the article is the presentation of the original model enabling to better understand mechanisms of both satisfaction and loyalty of customers and employees and allowing to compare satisfaction of customers of various enterprises in isolation from their specificity. The introduced model relies on cause-effect mechanisms and allows for the formulation of quantifiable objectives, as a result giving the opportunity for the rational allocation of resources and direct integration with applied quality management systems. It can also be a valuable source of measures for Six Sigma, and Lean Manufacturing systems, particularly in the situation, if connecting the research tool with scenarios of the Call Center or Wybrane aspekty oceny satysfakcji i lojalności klientów i pracowników 155 the CRM is possible. Such usage of the model enables customers satisfaction and employees satisfaction monitoring and the accumulation of knowledge about customers, their motives and preferences, creating early warning system allowing the identification of causes for the change of the trends of satisfaction and to take preventive measures in time.

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