Improving the quality of customer service by using the technique of mystery shopping

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F15%3A43926087" target="_blank" >RIV/49777513:23510/15:43926087 - 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

Improving the quality of customer service by using the technique of mystery shopping

Original language description

This paper deals with the quality of customer service, especially with the importance of customer-oriented communication in selected industries of the Czech Republic. For excellent customer service, organizations must consistently check needs and wishesof their customers and the process of purchasing and working with customers (customer-oriented communication). The purpose of this study was to investigate the level of customer-oriented communication in differently specialized industries in the Czech Republic. The research was conducted in six regions (in small and in large cities/towns), which were chosen to represent level of customer-oriented communication in Czech shops. Research proved that over the last years, there has been a number of positivechanges in sales. It also confirmed that in certain areas the communication with customers is better in smaller shops than in larger ones. The results can be of immense significance for the training of future business managers, educating

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2015

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

ACC Journal

ISSN

1803-9782

e-ISSN

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Volume of the periodical

21

Issue of the periodical within the volume

2

Country of publishing house

CZ - CZECH REPUBLIC

Number of pages

12

Pages from-to

65-76

UT code for WoS article

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EID of the result in the Scopus database

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