The Role of Quality in Building Customer Relationships in the Heating Market

Abstract

In the diversified services market, most organisations do apply basic quality management principles, including customer orientation, but in practice this principle is implemented in various ways. Differences between the companies stem not only from types of services provided, but also the actions, in the specific environment, which often determine the implementation of the quality policy used. One of the specific types of services are public utilities, which, in delivering energy, water and the like, help fulfil society's basic needs. The objective of this paper is to analyse the quality activities undertaken by companies operating in one department of public utilities in the district heating sector. The first part of the paper focuses on the external factors which stimulate or limit the development of the district heating industry, while the second part discusses the selected aspects of the pro-consumer approach based on the example of a major heating company operating in Poland.