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Critical Incident Technique (CIT) enables the detection of events and behavior which constitute the basis for customer satisfaction and dissatisfaction with logistics service and, simultaneously, the isolation of the key elements of this service. In the paper there are presented the results of the classification of critical incidents through the application of Critical Incident Technique with reference to the logistics service of the customers of the surveyed cargo motor transport companies for hire or reward of the Silesian Voivodeship.
Keywords: Critical Incident Technique, logistics service, statistical analysis.© This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.