Mystery e-mail/website customer service. A case study of retail companies

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27350%2F17%3A10236947" target="_blank" >RIV/61989100:27350/17:10236947 - isvavai.cz</a>
Alternative codes found
RIV/61989100:27360/17:10236947
Result on the web
<a href="http://dspace.upce.cz/bitstream/handle/10195/67930/Kozel%2c%20Hawrysz%2c%20Vilamov%C3%A1%2c%20Hys.pdf?sequence=1&isAllowed=y" target="_blank" >http://dspace.upce.cz/bitstream/handle/10195/67930/Kozel%2c%20Hawrysz%2c%20Vilamov%C3%A1%2c%20Hys.pdf?sequence=1&isAllowed=y</a>
DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Mystery e-mail/website customer service. A case study of retail companies
Original language description
This paper examines the customer service process in 5 retail companies using the method of mystery e-mail/website visits. The study was conducted in 60 car dealer centers of Škoda in Poland and the Czech Republic. The adjustment of the standards of customer service in such showrooms constitutes a vital issue in the ambit of a company's functioning, both in the Polish and Czech markets. Perfecting customer service standards by applying communication through the Internet (e.g. the use of e-mails and company websites) for the entrepreneurs functioning in the contemporary market, constitutes a promise of adaptations of standards aimed at meeting customer expectations.
Czech name
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Czech description
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Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database
CEP classification
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OECD FORD branch
50204 - Business and management

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

Name of the periodical
Scientific Papers of the University of Pardubice. Series D, Faculty of Economics and Administration
ISSN
1211-555X
e-ISSN
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Volume of the periodical
24
Issue of the periodical within the volume
40
Country of publishing house
CZ - CZECH REPUBLIC
Number of pages
13
Pages from-to
95-107
UT code for WoS article
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EID of the result in the Scopus database
2-s2.0-85020682981

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