Quality Management in the Customer Service Process
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F62690094%3A18450%2F18%3A50014955" target="_blank" >RIV/62690094:18450/18:50014955 - isvavai.cz</a>
Result on the web
<a href="https://uni.uhk.cz/hed/site/assets/files/1072/proceedings_2018_2.pdf" target="_blank" >https://uni.uhk.cz/hed/site/assets/files/1072/proceedings_2018_2.pdf</a>
DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
Quality Management in the Customer Service Process
Original language description
The article pays particular attention to the importance of appropriate customer segmentation in the quality management of the customer service process. Detailed analysis of the changes of customer's expectations can be conducted on the basis of assumptions of customer’s life cycle, understood as the stages of customer's purchasing activity. Several concepts related to this issue have been introduced in the literature of the subject: Customer Relationship Life Cycle (CRLC), Customer's Activity Cycle (CLAN), The Relationship Life Cycle (RLC). Studies were carried out in three stages: Stage 1: interviews on company's activities, employees, customers, customer service process. Stage 2: analysis and evaluation of internal documentation of enterprises, including customer service contracts, procedures, and instructions for customer service. Stage 3: confronting the opinions of respondents (I and II) with their customers' opinions on the quality of services provided by the company and the risks identified in the course of the customer service process. The research section provides a proposal of customer segmentation prepared on the basis of a case study of three manufacturing companies from the construction industry and three groups of packages of actions that can be undertaken within the framework of customer target groups were prepared.
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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Continuities
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace
Others
Publication year
2018
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
Hradec Economic Days 2018
ISBN
978-80-7435-701-5
ISSN
2464-6059
e-ISSN
2464-6067
Number of pages
10
Pages from-to
9-18
Publisher name
Gaudeamus
Place of publication
Hradec Králové
Event location
Hradec Králové
Event date
Jan 30, 2018
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000449443600001