Kształtowanie jakości współtworzonej z klientem w usługach
Service quality formation during co-creation with the customer

Summary/Abstract: This article has taken the problem of service quality formation in conditions of service co-creation with the customer. Conducted literature research showed that achieving high service quality, whilst a service was co-created, had a specific meaning. Empirical studies allowed to identify various ways of co-creation considering service process requirements determination, which were an undoubted basis of service quality obtaining and understanding. The research identified specific categories of co-creation and means of service requirements determination. Research data discussion allowed to figure out suggestions for service organizations and co-creation theory. The service organization should be able not only to discover the requirements for services but also to anticipate them.

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