System obsługi klienta jako czynnik konkurencyjności (na przykładzie gabinetu stomatologicznego)
The customer service system as a competitive factor (on the example of a dentist’s surgery)

Summary/Abstract: Steps taken in order to improve customer service may enhance entity’s competitiveness and improve its economic performance. The article presents the essence of competitiveness and its determinants. It emphasises the importance of service quality in building up entity’s reputation as seen by its customers and long-term consequences of that quality. It discusses the results of research concerning: patients’ expectations about dentist’s surgery staff; the assessment of patient-surgery staff interactions; the impact of a patient-dentist relationship on patients’ attitudes towards the service provider.

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