{"metadata":[{"label":{"en":["Creator"],"pl":["Twórca"]},"value":{"pl":["Wicka, Aleksandra","Podlińska, Olga"]}},{"label":{"en":["Has version"],"pl":["Ma wersję"]},"value":{"en":["https://czasopisma.uwr.edu.pl/ekon"],"pl":["https://czasopisma.uwr.edu.pl/ekon"],"universal":["https://czasopisma.uwr.edu.pl/ekon"]}},{"label":{"en":[" Is version of"],"pl":["Jest wersją"]},"value":{"en":["https://czasopisma.uwr.edu.pl/ekon/article/view/8528"],"pl":["https://czasopisma.uwr.edu.pl/ekon/article/view/8528"],"universal":["https://czasopisma.uwr.edu.pl/ekon/article/view/8528"]}},{"label":{"en":["Subject and Keywords"],"pl":["Temat i słowa kluczowe"]},"value":{"en":["mystery shopping","quality of customer service","assessment of service quality"]}},{"label":{"en":["LastPage"],"pl":["Ostatnia strona"]},"value":{"en":["51"],"pl":["51"],"universal":["51"]}},{"label":{"en":["Title"],"pl":["Tytuł"]},"value":{"pl":["Ocena jakości obsługi klienta metodą mystery shopping na przykładzie banku"]}},{"label":{"en":["Contributor"],"pl":["Współtwórca"]},"value":{"pl":["Machaj, Mateusz"]}},{"label":{"en":["Publisher"],"pl":["Wydawca"]},"value":{"pl":["Wydawnictwo Uniwersytetu Wrocławskiego"]}},{"label":{"en":["Identifier"],"pl":["Identyfikator"]},"value":{}},{"label":{"en":["Resource Type"],"pl":["Typ zasobu"]},"value":{"en":["text"],"pl":["tekst"]}},{"label":{"en":["Language"],"pl":["Język"]},"value":{"en":["pol"],"pl":["pol"],"universal":["pol"]}},{"label":{"en":["Rights holder"],"pl":["Właściciel praw"]},"value":{"en":["Copyright by Wydawnictwo Uniwersytetu Wrocławskiego Sp. z o.o.","Copyright by CNS"],"pl":["Copyright by Wydawnictwo Uniwersytetu Wrocławskiego Sp. z o.o.","Copyright by CNS"],"universal":["Copyright by Wydawnictwo Uniwersytetu Wrocławskiego Sp. z o.o.","Copyright by CNS"]}},{"label":{"en":["Relation"],"pl":["Powiązanie"]},"value":{}},{"label":{"en":["PLMET"],"pl":["PLMET"]},"value":{"en":["https://docs.psnc.pl/spaces/FBCMETGUIDE/overview"],"pl":["https://docs.psnc.pl/spaces/FBCMETGUIDE/overview"],"universal":["https://docs.psnc.pl/spaces/FBCMETGUIDE/overview"]}},{"label":{"en":["Group publication title"],"pl":["Tytuł publikacji grupowej"]},"value":{"pl":["Ekonomia \u2013 Wroclaw Economic Review. 2019, 25/2"]}},{"label":{"en":["Location of original object"],"pl":["Lokalizacja oryginału"]},"value":{"pl":["Biblioteka Wydziału Prawa, Administracji i Ekonomii"]}},{"label":{"en":["Place of publishing"],"pl":["Miejsce wydania"]},"value":{"pl":["Wrocław"]}},{"label":{"en":["Abstract Language "],"pl":["Język streszczenia"]},"value":{"en":["eng"],"pl":["eng"],"universal":["eng"]}},{"label":{"en":["Detailed Type"],"pl":["Szczegółowy typ zasobu"]},"value":{"en":["article"],"pl":["artykuł"]}},{"label":{"en":["Access rights"],"pl":["Prawa dostępu"]},"value":{"en":["The use of this material is allowed only with accordance of applicable rules of fair use or other exceptions provided by law, and any broader use requires the permission of the authorized entity"],"pl":["Korzystanie z tego materiału jest możliwe zgodnie z właściwymi przepisami o dozwolonym użytku lub innych wyjątkach przewidzianych w przepisach prawa, a korzystanie w szerszym zakresie wymaga uzyskania zgody uprawnionego"]}},{"label":{"en":["License"],"pl":["Licencja"]},"value":{"en":["Making materials available on the basis of the agreement with the owner of the property copyrights"],"pl":["Udostępnianie na podstawie umowy z właścicielem majątkowych praw autorskich"]}},{"label":{"en":["Role"],"pl":["Rola"]},"value":{"pl":["Machaj, Mateusz : Redaktor"]}},{"label":{"en":["Autor opisu"],"pl":["Autor opisu"]},"value":{"en":["WR U/PAdks"],"pl":["WR U/PAdks"],"universal":["WR U/PAdks"]}},{"label":{"en":["Abstract"],"pl":["Abstrakt"]},"value":{"en":["The aim of the article is to assess the quality of customer service in a bank using the \u201cmystery shopper\u201d method in the context of the binding service standards. The article was prepared on the basis of data from primary and secondary sources. As part of the mystery shopping research, 1,388 audit swere conducted in 2018 and 2019. As a result of the conducted analyses, it was found that most ofthe analyzed criteria influencing customer satisfaction with the service in the examined bank are at a very good level (over 91% of positive indications). One element of the service provision process (a discreet greeting of an entering customer) needs to be improved as its rating was positive only in 56% of indications, which gives an equivalent of a pass mark."]}},{"label":{"en":["Alternative title"],"pl":["Tytuł odmienny"]},"value":{"en":["Assessment of customer service quality using the mystery shopping method based on the example of a bank"]}},{"label":{"en":["Resource Type"],"pl":["Typ zasobu źródłowego"]},"value":{"pl":["Czasopismo"]}},{"label":{"en":["Related Identifier"],"pl":["Powiązany identyfikator"]},"value":{"en":["ISSN-L: 2084-4093"],"pl":["ISSN-L: 2084-4093"],"universal":["ISSN-L: 2084-4093"]}},{"label":{"en":["Resource Title"],"pl":["Tytuł źródłowy"]},"value":{"pl":["Acta Universitatis Wratislaviensis. Ekonomia"]}},{"label":{"en":["Date issued"],"pl":["Data wydania"]},"value":{"en":["2019"],"pl":["2019"],"universal":["2019"]}},{"label":{"en":["Issue"],"pl":["Numer"]},"value":{"en":["2"],"pl":["2"],"universal":["2"]}},{"label":{"en":["First Page"],"pl":["Pierwsza strona"]},"value":{"en":["37"],"pl":["37"],"universal":["37"]}},{"label":{"en":["Related Identifier Type"],"pl":["Typ identyfikatora"]},"value":{"en":["ISSN-L"],"pl":["ISSN-L"],"universal":["ISSN-L"]}},{"label":{"en":["Volume"],"pl":["Tom/Rocznik"]},"value":{"en":["25"],"pl":["25"],"universal":["25"]}}],"id":"https://repozytorium.uni.wroc.pl/manifest","label":{"pl":["Ocena jakości obsługi klienta metodą mystery shopping na przykładzie banku"]},"type":"Manifest","@context":"http://iiif.io/api/presentation/3/context.json","items":[{"width":1600,"id":"https://repozytorium.uni.wroc.pl/canvas/page1","label":{"@none":["PDF/03_A_Wicka_O_Podlinska_Ocena_jakosci_obslugi_klienta_metoda_mystery_shopping_na_przykladzie_banku.pdf"]},"type":"Canvas","items":[{"id":"https://repozytorium.uni.wroc.pl/annotation/page1","type":"AnnotationPage","items":[{"motivation":"painting","id":"https://repozytorium.uni.wroc.pl/annotation/page1/1","type":"Annotation","body":{"format":"application/pdf","id":"https://repozytorium.uni.wroc.pl/Content/136452/PDF/03_A_Wicka_O_Podlinska_Ocena_jakosci_obslugi_klienta_metoda_mystery_shopping_na_przykladzie_banku.pdf","label":{"@none":["PDF/03_A_Wicka_O_Podlinska_Ocena_jakosci_obslugi_klienta_metoda_mystery_shopping_na_przykladzie_banku.pdf"]},"type":"Text"},"target":"https://repozytorium.uni.wroc.pl/annotation/page1"}]}],"height":1200}]}