Wpływ technologii informatycznej na jakość procesu usługowego i na klienta
IMPACT OF THE INFORMATION TECHNOLOGY ON THE QUALITY OF THE SERVICE PROCESS AND ON THE CLIENT

Summary/Abstract: A very rapid development of the information technology can be observed during the last decades. More and more organizations decide to introduce new equipment and mod¬ern technology into their service processes hoping to gain competitive advantage. Many serv¬ices that were used to be performed without any computer support, move towards technology-driven Internet operations. These changes have impact on the criteria of evaluating services by clients and on the way of managing client relations by organizations. The paper presents types and examples of services with various degree of technology applied to the client-firm relations, and the changes in the service quality assessment criteria implied by introducing the information technology to the service processes. The changes in management of service proc¬esses that are imposed by introducing new technologies are also discussed.

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