Relationships with customers are the basis of the service company competitiveness

The article examines the main approaches to achieving sustainable competitive position of the motor transport service company based on establishing the system of consumer loyalty. The author proposes the main activities and events, which could be implemented by small and middle businesses composing service area for achieving the best result in resolution of the set task. The main principles of quality management, in particular the principle of customer orientation, are proposed to be implemented as effective tools for enhancement of the service company competitiveness. The effect of the proposed events implementation is evaluated.

competitive advantages, service area, service consumer, concept of attractive quality, consumer loyalty, Kano model, quality management, customer-oriented approach, strategy development, industry specificity, competitive position