SATYSFAKCJA KLIENTÓW JAKO ŹRÓDŁO SUKCESU ORGANIZACJI – STUDIUM PRZYPADKU
CUSTOMER SATISFACTION AS A SOURCE OF ORGANIZATIONAL SUCCESS – A CASE STUDY

Summary/Abstract: The paper demonstrates the importance of satisfaction – in the context of the concept of relationship marketing – as a source of organizational success. The essence of the concept of customer satisfaction in service sector has been presented along with the models of service recipient's satisfaction and their evaluation methods. Considerations in the subject of the research concern innovative IT services dedicated to the needs of individual business customers. The importance of building relationships and achieving customer satisfaction in the process of shaping a competitive advantage in the services market of the IT industry has been demonstrated on the basis of a case study. The examples presented in the paper regarding the expert knowledge and skills of its application in business practice can act as an inspiration for other companies.

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