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services process indicated, desirable emotions¹⁹. It is particularly important in case of medical personnel, teachers, insurance agents.

Considering the contact employee approach it is noticed, that he stays in the report both with representatives of interior of company, as and the extemal customers. Analysing in detail, it is possible to find the linear worker's internal relations with different contact workers, the representatives of subsidiaries as well as the management. Relations among first linę employees often accept the form of competition.

That formulation shows elear differences among workforce of productive enterprises and the ones of service organizations. In second case employees task is, in support about contact with customer and mutual commitment, to shape the achieved by customer bundle of advantage. The concentration in productive enterprises on process of production and the care about realization of product peaceably with norm is the main function of productive worker activity. K. Irons writes that the role the manager of service firm is similar to the manager of a soccer team: until the gamę does not begin, he has the possibility of working, for instance: across change of competitors, training, the tests, when the gamę starts, the majority of events stay apart from his control²⁰.

The customer's service is at service organizations doubtlessly the most important function, yet the contact personnel responsible for service is the most important group of workers. This finds its reflection in affirming²¹, that then contact employees coming in interactions with customers, creates the top of organizational hierarchy²².

The results of investigations over ąuality of services with the customer's perspective as well as the perception the ąuality of product show the mutual correlation of employees resources and the internal processes. This marks, that in organizations, at which workers valued the high environment of work, the customers also estimated the high ąuality of testified services. B. Schnaider and D. Bowen have got confirmation of such statement proving, that climate for service as well as concern about climate for employee well - being, are strongly correlated with generał opinion of ąuality of services with customefs perspective²\

4. Significance of insurance agents’ competencies for life insurance companies effectiveness and development

According to T. Kotarbiński opinion the only organizations that can develop there are the most effective ones²⁴. Leading operating activity enterprises make the analysis of efficiency using the considerable number of coefficients (e.g. ROE, ROA, ROCE, EPS, EBIT, EBITD²³). The plurality and the variety of applying in practice individual indicators is

¹⁹    Ch. Lovelock Ch., S. Vcndemiervc. B. Lewis B.: Scn iccs Marketing, an Europcan Perspcctivc. Financial Times. Prentice Hall. 1999. p. 546.

²⁰    K. Irons, The World of Supersenice. Crcating profil tlirough a passion for customer service, Addison-Wesley, 1997, p. 2,45

²¹    K. Rogoziński. Nowy marketing usług, Wyd. Akademii Ekonomicznej, Poznań, 2000

²²    Including supplies and operating system

²¹ B. Schneider, D. Bowen, Organizational Dynamics, Spring 1993, in: Zcithaml V.A.. BitnerM.J., Senice Marketing, The McGrow - Hill Companies. INC. 1996, p. 305

²⁴    T. Kotarbiński. Traktat o dobrej robocie. Ossolineum. Wrocław 1982, p. 111-112

²⁵    ROE- return on equity: ROA- return on asscts: ROCE-retum on Capital imested: EPS - camings per share: EBIT - camings before income laxes; more: W. Samuelson. Ekonomia Menedżerska, PWE, Warszawa 1998; E.F. Brigham, Zarządzanie Finansami, PWE, Warszawa 2000; C. Drury. Rachunek Kosztów, PWE, Warszawa 2000

²⁶    Reporting for banks, the treasury Office as well as the stockholdcrs rcprcscnting the efficiency of activity of enterprises they make up the object of considerations of financial accountancy as well as the CEO's

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