The Concept of Customer Relationship Management in Services

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F18%3A10241248" target="_blank" >RIV/61989100:27510/18:10241248 - isvavai.cz</a>
Result on the web
<a href="http://citpm.wz.pcz.pl/files/CITPM-2018.pdf" target="_blank" >http://citpm.wz.pcz.pl/files/CITPM-2018.pdf</a>
DOI - Digital Object Identifier
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Result language
angličtina
Original language name
The Concept of Customer Relationship Management in Services
Original language description
The content of the paper is a presentation of information on the concept of customer relationship management (CRM) and the active use of the different types of instruments in the process of managing customer relationships between operators providing accommodation services. The answers to the research questions were obtained through a survey of the investigation. The questionnaire was distributed by e-mail, sending the contact email addresses of individual properties. Questionnaire investigation participated entities active in the region of Žilina properties in 2015. Among the CRM tools, standard communication tools such as phone, e-mail, e-business through a website are the most used. They also use the social networking environment to establish contacts with their customers. Accommodation facilities, however, do not leave out standard tools used in the service environment, such as a guestbook, a book of complaints and desires. They perform customer satisfaction analysis and pay attention to customer service. Questionnaire investigation of gas, the fact that companies are using CRM tools and at the same time realizes that CRM is an important tool to increase their competitive power.
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
2018
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
Proceedings of the 2nd International Conference Contemporary Issues in Theory and Practice of Management : CITPM 2018 : Częstochowa 2018
ISBN
978-83-65951-12-0
ISSN
2544-8579
e-ISSN
2544-8587
Number of pages
8
Pages from-to
353-360
Publisher name
Wydawnictwo Wydziału Zarządzania Politechniki Częstochowskiej
Place of publication
Częstochowa
Event location
Čenstochová
Event date
Apr 19, 2018
Type of event by nationality
EUR - Evropská akce
UT code for WoS article
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