Uniwersytet Szczeciński - Wydział Zarządzania i Ekonomiki Usług .::. Czasopisma naukowe .::. .::.

ZN NR 499 Service Management NO. 3, 2008

ZN NR 499

SERVICE MANAGEMENT vol. 3

2008

Table of content

Chapter I - Social-Economy Policy in Services

ANNA DRAB-KUROWSKA - The polish postal market in the light of liberalisation

OLEKSANDR PETRYK, SERHIY NIKOLAYCHUK - Optimal monetary policy framework for Ukraine

GRAŻYNA WOLSKA - Comparative analysis of the methods of indicating a USP in Poland and in Italy

Chapter II - Finance Management

ANNA IWAŃCZUK, GRZEGORZ KOTLIŃSKI - Banking system in Poland in the process of popularization of non – cash turnover in Poland

Chapter III - Marketing Management

JOANNA ŚNIADEK, KATARZYNA MAJCHRZAK - Senior market – a new challenge for marketers

AGNIESZKA SMALEC - The meaning of partnership in region management

AGNIESZKA LEWANDOWSKA - Marketing management as a basis of forming west pomeranian resorts’ brand and image

EWA FLEJTERSKA, LESZEK GRACZ - The impact of descriptive prospect theory on risk and quality perceived by consumers of services

Chapter IV - Customer Relationship Management

WIESŁAWA KUŹNIAR - The level of handling with complaints in services as an element of shaping customers satisfaction (an example of podkarpackie voivodship)

WIESŁAW M. MAZIARZ - Some selected aspects of client management in the practice of telecommunication companies

RICHARD NICHOLLS - Customer-to-customer interaction in the world of e-service

Chapter V - Human Resource Management

ANNA TOKARZ - Training as a tool for developing competence of employees of hotel enterprises

Chapter VI - Innovations Management

ELŻBIETA NAWROCKA, SYLWIA OPARKA - Modern technologies in hotel customer service management

Chapter VII - Logistic Management

IZABELA DEMBIŃSKA-CYRAN, BLANKA TUNDYS - Basic problems related to the decision-making process on outsourcing in the field of logistic functions

MAŁGORZATA JANUSZEWSKA, RENATA PRZEOREK-SMYKA - Logistics of client service in travel agencies management

KONRAD MICHALSKI - Benchmarking of systems and logistic processes in selected european postal operators and polish post

Chapter VIII - Service Entrepreneur Management

EWA KULIŃSKA-SADŁOCHA - The pro – society projects and the environment protection initiatives of the banks in Poland

TOMASZ NOREK - Possibilities of outsourcing IT functions in the polish economic practice

MAŁGORZATA PORADA-ROCHOŃ - Divestiures as the tool of enterprise restructuring – the example of Japan

Chapter IX – Capital Management in Service Enterprises

JACEK BUKO - The possessional restructuring of the Polish Post - reasons and variants

Chapter X – Service Enterprises Value Management

BOGDAN GREGOR, MAŁGORZATA GRZEGORCZYK - Potential value of a customer as a key determinant of increase in the value of the firm and customers relations portfolio

Chapter XI - Information Management

AGNIESZKA BUDZIEWICZ-GUŹLECKA - Information management for companies in the new economy

Chapter XII - Quality Management

AGNIESZKA BUDZIEWICZ-GUŹLECKA, PIOTR ŁADNY - Quality management in an organization

KRYSTYNA BRZOZOWSKA - Quality as a competitive advantage in a banking sector

DAWID MILEWSKI - Developing quality of services of travel agencies

DANIEL SZOSTAK - Quality of hotel services – selected issues

SŁAWOMIR ZARĘBSKI - The requirements concerning the conception of Authorized Economic Operator (AEO) in the context of the iso based quality management systems requirements

Chapter XIII - Tourism Management

RAFAŁ GIZDRA - Organisation and management in congress tourism

ALEKSANDER PANASIUK - The region’s problems of tourism infrastructure management

ADAM PAWLICZ - Fostering Coopetition as a solution for externalities in case of city tourism product

MARTA PILARCZYK, TOMASZ MAŃKOWSKI - The role of air transport in shaping the product of marine tourism

CORINA TATAR, OLIVIER DEHOORNE, LIVIU BUCUR - The life cycle of a romanian spa within the Western Carpathians. the case of Moneasa

MICHAŁ ŻEMŁA - Measuring the image of polish ski destinations using perceptual maps

Chapter XIV - Knowledge Management

ADAM KOWALCZYK - “The knowledge about knowledge”. The knowledge management efficiency measurement