New technologies and quality of customer service – case study

Abstract

Abstract Nowadays, companies are increasingly forced to fight against competition. The number of competitors on the market is constantly growing, and customer’s demands on the products offered by the companies are increasing. The role of customers on the market has changed in recent years. Customers are more active than before, i.e. they started to actively co-create value, so they stopped being passive to the purchase process. Organizations that make appropriate use of the increase in customer activity can count on large benefits for the company. One of the methods to increase competitiveness is continuous introduction of new technologies based on the Internet, which recently resulted in easier cooperation between customers and suppliers, making and settling transactions, coordination of orders in the supply chain thanks to e.g. solution supporting electronic exchange of EDI documents. Therefore, the development of information and communication technologies has significantly influenced the development of organization through its improvement. This paper presents the importance of new technologies for the customer that improve the process of its service in a selected clothing sales network in Poland.

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