No abstract

The main purpose of this article is to verify whether the COVID-19 pandemic affects customers’ behaviours. The examined behaviours are: buying Polish products, buying organic products, buying more at one time, paying attention to prices, asking others to go shopping, and shopping online. For this purpose, an online survey was conducted. The questionnaire was completed by 1000 Polish consumers. The collected data were analysed statistically, and it was shown that the COVID-19 pandemic has an influence on consumers’ behaviours. This is particularly visible in paying attention to prices more frequently, more frequent online shopping, and more frequent purchases of larger amounts of products. Consumers are more likely to buy Polish products and organic products. The largest changes in behaviour were observed among women, people aged under 35, people with higher education, and those with the highest incomes per family member. The research identified the group of consumers who more often do online shopping, purchase more products, and more often buy Polish and organic products; this information may be used by commercial enterprises to create sales strategies. It is advisable to develop online sales and to display information about the fact that products are made in Poland, and information about their ecological origin. The value of this article is to identify the impact of the COVID-19 pandemic on consumer behaviour in the organic market in Poland, to identify groups of consumers whose behaviour has changed, and to indicate the directions of those changes.

In order to achieve this goal, an online survey was conducted. The questionnaire was based on literature studies. It was filled in by over 200 owners or managers of e-commerce enterprises. The collected data was analysed statistically using exploratory factor analysis, Cronbach's method, Pillai's statistic of MANOVA omnibus test. Findings: The e-commerce flexibility measurement model has been created. The statistical analysis revealed groups of the implicit factors of the flexibility of e-commerce enterprises. The results confirmed the dependence between the factors differentiating flexibility and the groups of flexibility of an e-commerce company. Practical Implications: The research showed that flexibility, which is a desirable feature of these companies, can mature along with their sustainable development. Originality/Value: The underlying structure of e-commerce flexibility was created. The discovery of the implicit factors of the flexibility of e-commerce enterprises is the starting point for further research on online stores.

<p xss=removed>Efektywność jest pojęciem niejednoznacznym i definiowanym w różnorodny sposób. W artykule przedstawiono problematykę pomiaru efektywności podmiotów gospodarczych prowadzących sklepy internetowe. Wskazano wskaźniki efektywności typowe dla firm sprzedających przez Internet, a następnie wybrano te, które posłużyły do oceny efektywności przedsiębiorstw e-commerce w badaniach kwestionariuszowych. Wyniki badań zostały poddane analizie i dyskusji, która uwzględniała specyfikę firm prowadzących sklepy internetowe. Przeprowadzone badania kwestionariuszowe pokazały zalety i wady stosowania wybranych wskaźników do pomiaru efektywności.<br></p>

Purpose:The purpose of the study is to identify customers' approach to attempts to build lasting ties with them undertaken by various companies in different markets. Design/Methodology/Approach: The research method was a diagnostic survey with the use of a research toola questionnaire. The research questionnaire was distributed by a research agency. The application of the target-amount selection procedure was assumed. The structure of the sample, in terms of significant features, was the same as the structure of the surveyed population in Poland. The characteristics adopted in the study are gender, age, education, place of residence and income. It was planned to conduct the study on a group of 1,000 people. Findings: The conclusions from the study indicate that customers are mostly open to building ties with a company, to a varying degree, depending on their gender and the specific nature of the relationship. It was also found that customers pay a lot of attention to the economic aspect of the relationship with a company, and that some aspects of building relationships are more important to them than others. The knowledge obtained can be used both for practical purposes and for further theoretical considerations. Practical Implications: Global competition and the peculiarity of contemporary customercompany relationships have for years compelled companies to take actions to attract and retain customers for as long as possible. Thanks to the acquired knowledge obtained, various companies that want to build lasting and profitable relationships with customers will be able to design appropriate solutions for their situation. Originality/Value: This article presents an analysis of customers' approach to Customer Relationship Management (CRM), Customer Experience (CX) and Customer Care (CC) solutions. Knowledge on this subject so far has been rudimentary and has been based mainly on observations within organizations. Customers have not been asked directly how they perceive companies' efforts to build long-term relationships with them.