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Purpose The purpose of this paper is to determine the impact of standardized management systems (ISO 9001, ISO 14001, ISO 22000 and ISO 28000) on minimizing selected aspects of risk in the supply chain. Design/methodology/approach A questionnaire was used to explore this topic. Respondents were divided into two group regarding organization type – logistic service providers and focal companies. Basic data analysis was based on descriptive statistics and on analysis of variance with organization type as a stratification factor. Deeper data analysis was based on factor analysis with principal component analysis and varimax rotation with Kaiser normalization. Findings Research shows that standardized management systems turn out to be useful in supply chain risk management (SCRM) regardless of the role that the organization plays in the supply chain. However, the strength of their positive impact varies. There were few respondents among logistic operators who were low in assessing the legitimacy of implementing standardized management systems in the examined context. Having this in mind, especially representatives of logistic operators with a limited budget should consider making the decision to implement standardized management systems. Practical implications The obtained research results may be helpful for managers who consider to implement standardized management systems in the context of using obtain guidelines to develop procedures to improve supply chain management and ensure the repeatability of ongoing processes. Originality/value Although the number of studies on the SCRM increases, it is worth noting that in the literature there is still a lack of research and studies addressing the impact of standardized management systems on SCRM (especially from the perspective of organizations with various functions in supply chains such as focal companies and logistic service providers). Therefore, there is a need for comprehensive research in this area. According to the authors, the study carried out, at least to some extent, will fill this gap.

This study focuses on the Kano model which is used to categorise the requirements of customers. The study describes the three most frequently used modifications of the Kano model and then systematically analyses the key effects of these modifications. A new approach -Type IV -is then proposed. Using Type IV, it is possible to eliminate the disadvantages identified in the above-mentioned existing approachesthe level of accuracy for the producer and the difficulty of the method for the customer. The proposed approach is based on a modification of the process of requirement categorisation intended to minimise the discrepancy zone between the calculated and the real position of a particular requirement. The Type IV Kano model is then validated by using an example of categorisation of requirements for after-sales services in the car industry. Validation found that the approaches proposed in this study significantly improve the accuracy of requirement categorisation without increasing the difficulty for the customer.

Purpose The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce services were identified. On this basis the hierarchy of importance of the adopted criteria for e-commerce service quality were proposed. Design/methodology/approach The level of customer satisfaction was measured using the Servqual method. In order to compare two groups: the quality of e-commerce services before purchase and the quality of e-commerce services after the purchase, a student’s t-test was used. To check if the relations between variables are sufficient to carry out the factor analysis (sampling adequacy), the Keizer–Meyer–Olkin test was used. The scope of the research included 23 selected criteria of customers satisfaction. Findings A comparison of the Servqual weighted and unweighted results shows that customers valued the guarantee/safety dimension the most. It can therefore be expected that customers perceive e-commerce services with increasing trust and consider them increasingly reliable which is also confirmed by the growing tendencies in the forecasts of e-commerce services in Poland. Originality/value Research allows to know the opinion and expectations related to the quality of services provided in the analysed area and to develop the strategy of company. The most important indicator of the quality of e-commerce services remains reliability (weighting = 0.34). However, the noticeable difference in opinions concerns the tangible elements index compared to the results of the Berry and Parasuraman team and amounted to 0.20.

Various pieces of information and knowledge turn into “know-how” simply by their application in the market. This applies to all spheres of activities. It is therefore important to know and understand the requirements of customers already in the stage of making a product, and to confront these with the possibilities of a producer. In this article we are exploring the possibilities of a better understanding of the requirements of customers and stakeholders in the process of the creation of products in educational services. In particular, we examined seven general requirements: practice orientation, ethical orientation, research orientation, quality resources, innovation orientation, skills orientation, and quality staff. We use the Kano model on a pilot sample of respondents at an institution of higher education. Our results showed that “practice orientation” and “quality resources” are the most stable requirements, while “quality staff” is the least stable. The most linear requirement (the same effect on satisfaction and dissatisfaction) is “innovation orientation”. “Research orientation” belongs to attractive requirements and we also found that in the case of “ethical orientation” there are weak relations between positive and negative responses in our survey. The “skills orientation” proved to be too general, and our research shows that it could be indifferent. It is therefore advisable to specify the investigated skills when investigating requirements on educational services. The main contribution based on the proposed research procedures is an effective linking of customers and producers already from the beginning of constructing a value chain. Investing in sophisticated management approaches when modelling products and processes can thus become a significant source of the competitive advantage of an educational institution. At the same time, it is a contribution to better placing of its graduates in the labor market.