DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F47813059%3A19520%2F17%3A00010925" target="_blank" >RIV/47813059:19520/17:00010925 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA
Original language description
The goods blocked in virtual shopping cart in an online shop may cause a few complications. On one hand, the goods become unavailable for other customers and on the other, it may cause loss of interest in finishing a deal and the damage of the company's brand. Leading a customer in putting the goods into the cart creates the costs, which may be unnecessary if the purchase is not finished. To arrange better quality of customer service, companies must keep more stored goods, which again brings increasing the costs. The aim of the article is to propose a decision-making model, which the company should follow in case of blocking the goods in the shopping cart in an online shop. The article is divided into two main parts. The first part deals with the research of available literature in this field. In the second part, a process map of the decision-making process will be created, based on experience from a real company. This map can serve as general instructions to follow in case of blocking the goods in the cart and it can reduce negative effects of company's decisions in dealing with the particular problem.
Czech name
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Czech description
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Project
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Continuities
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
International conference on Decision Making for Small and Medium-Sized Enterprises
ISBN
978-80-7510-243-0
ISSN
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e-ISSN
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Number of pages
9
Pages from-to
48-56
Publisher name
SU OPF Karviná
Place of publication
Karviná
Event location
Ostrava
Event date
May 4, 2017
Type of event by nationality
EUR - Evropská akce
UT code for WoS article
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