Categoryissue 3-2025, publication

dr Liwia DELIŃSKA – Uniwersytet Gdański, Wydział Zarządzania, ul. Armii Krajowej 101, 81-824 Sopot, Polska, e-mail: liwia.delinska@ug.edu.pl
dr Patrycja WYCISZKIEWICZ – Uniwersytet Ekonomiczny w Poznaniu, Katedra Strategii Marketingowych, ul. Powstańców Wlkp. 16, 61-875 Poznań, Polska, e-mail: patrycja.wyciszkiewicz@ue.poznan.pl

ABSTRACT

Purpose: The aim of this article is to identify and conceptualise the dimensions of service quality in the road-running event market, drawing on the SERVQUAL model and its adaptations in sport. Two research questions were posed: RQ1 – Can the classical SERVQUAL model be applied to assess the quality of running events? RQ2 – Do existing modifications of this model (EVENTQUAL, SPORTSERV, TEAMQUAL) fully reflect the specifics of the running-event market?
Design/methodology/approach: A three-stage research procedure was employed: (1) a literature review of SERVQUAL and its sport-market adaptations; (2) desk-research analysis of previous studies in this area; and (3) netnography, involving a review of participants’ online comments about running events.
Findings/conclusions: While the five original SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance and empathy) remain relevant to running-event services, they are insufficient on their own. The analysis shows the need to distinguish two additional categories: communication (which replaces responsiveness) and atmosphere. The assurance dimension was omitted, resulting in a proposed seven-dimension model for evaluating running-event quality.
Research limitations: The principal limitation is that the proposed assessment model is still at a conceptual stage. It requires empirical validation among running-event participants, which the authors plan to undertake in subsequent phases of the research project.
Practical implications: The concept of model offers a tool for assessing the quality of running events. In a competitive market, regular quality evaluation is essential for maintaining an advantage and effectively meeting participants’ needs.
Originality/value: The article updates existing service-quality measurement methods by identifying market-specific dimensions for running events that have not yet been addressed in the literature.

KEYWORDS

service quality, SERVQUAL, running events, mass participation sport

inż. Grzegorz HAJDUK – Metrology Solutions Sp. z o.o., ul. Wrocławska 41-43, 56-400 Oleśnica, Polska, e-mail: g.hajduk@o2.pl

Received 27.04.2025. Accepted 18.06.2025

ABSTRACT

Purpose: This article aims to identify the heuristics auditors employ when making decisions and to assess their impact on the quality and objectivity of the audit process.
Design/methodology/approach: A mixed-methods survey was administered to 180 practising auditors. Quantitative data were analysed using percentage distributions and correlation tests, while qualitative insights were obtained through thematic analysis of open-ended responses.
Findings/conclusions: Eighty-three per cent of respondents report relying on intuition, 71% acknowledge the influence of first impressions, and 81% admit anchoring to historical audit reports. In addition, 75% at least occasionally overlook non-conformities – mainly because of time pressure and stress. Correlation analysis shows that auditors with shorter tenure are more prone to intuition and first-impression effects.
Research limitations: The study is based on self-reported experiences, which may introduce subjectivity, and it does not measure the direct effect of heuristics on actual audit outcomes.
Practical implications: The results highlight the need to strengthen training in professional scepticism and bias awareness, and to develop tools that support more objective evaluations.
Originality/value: The study provides empirical evidence on the real-world use of heuristics in auditing and identifies significant – previously underexplored – risk areas in audit assessment.

KEYWORDS

heuristics, audit, decision-making process, intuition, cognitive biases

mgr Anna WENDT – Politechnika Gdańska, Wydział Zarządzania i Ekonomii, ul. Gabriela Narutowicza 11/12, 80-233 Gdańsk, Polska, e-mail: anna.wendt@pg.edu.pl

Received 9.06.2025. Accepted 17.06.2025

ABSTRACT

Purpose: Diagnosis, evaluation and determination of the impact of applying the Lean Management concept on the organization’s success in the 27th edition of the Pomeranian Quality Award.
Design/methodology/approach: The research was conducted using a case study. An analysis of source materials from the 27th edition of the Pomeranian Quality Award was conducted, i.e. application forms containing the self-presentation of the organization taking part in the competition and reports from the self-assessment and external assessment of the organization prepared by external experts (auditors from a renowned certification body).
Findings/conclusions: The analyses carried out show that the application of the idea of continuous improvement, by the Kaizen philosophy, as well as the implementation of Lean Management tools and techniques, significantly contribute to the high assessment of the organization in the Pomeranian Quality Award Competition. All organizations that qualified as finalists in this edition of the competition demonstrate a systemic approach to improvement – they conduct activities for the standardization of processes, their optimization and the consistent elimination of waste. These practices are consistent with the key assumptions of both the EFQM model and Lean Management. Three of the analyzed organizations directly referred in their application forms to the implementation of the lean philosophy as the foundation of their strategy. These organizations were awarded places on the podium in their competition categories, which is strong evidence that the consistent implementation of Lean Management principles, while maintaining compliance with the EFQM model framework, translates into measurable successes in quality competitions.
Research limitations: The study refers to the results of research on a single, purposefully selected edition of the Pomeranian Quality Award Competition.
Practical application: Selecting the best lean organizations among the finalists of the 27th edition of the Pomeranian initiative can be used to exchange good practices in this area, e.g. during meetings of the Pomeranian Quality Award Club, during industry conferences. The study can also be a guide for potential participants of such initiatives. The article indicates what lean methods and tools are used by the competition winners, which can enrich the pro-quality potential in the region.
Originality/value: There are very few publications on regional quality competitions based on excellence models. The analysis of the use of the Lean Management concept by the finalists of the 27th edition of the Pomeranian Quality Award competition leads to the conclusion of how important the approach based on this concept is and that it has a real impact on success in the competition based on organizational excellence.

KEYWORDS

continuous improvement, EFQM, Pomeranian Quality Award, Lean Management, PDCA cycle

prof. dr hab. inż. Zbigniew KŁOS – Politechnika Poznańska, Wydział Inżynierii Lądowej i Transportu, ul. Piotrowo 3, 60-695 Poznań, Polska, e-mail: zbigniew.klos@put.poznan.pl
dr hab. Jacek KŁOS – Uniwersytet im. Adama Mickiewicza w Poznaniu, Wydział Chemii, ul. Uniwersytetu Poznańskiego 8, 61-614 Poznań, Polska, e-mail: jacek.klos@amu.edu.pl

Received 14.05.2025. Accepted 29.05.2025

ABSTRACT

Purpose: The main aim is to present some panaceas, especially „antifragility” and „mindfulness”, to the global challenges appeared in the concept of the BANI world.
Design/methodology/approach: The issues taken up are of key importance for reflection on the possibilities of confronting the challenges of the BANI world.
Findings/conclusions: The analysis of available proposals indicates that there are already rational ways to solve the problems signaled in the idea of the BANI world.
Research limitations: The presented considerations concern issues of global dimension.
Practical implications: The issues discussed in the article should inspire people responsible for the development of organizations, especially industrial enterprises, to reflect and then take actions that will allow them to successfully confront the challenges of the BANI world.
Originality/value: The literature on the issue of the BANI world, and especially the methods and means of dealing with its challenges, is very limited.

KEYWORDS

BANI world, challenges, fragility – antifragility, anxiety – mindfulness