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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

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&apos;s expectations can be conducted on the basis of assumptions of customer’s life cycle, understood as the stages of customer&apos;s purchasing activity. Several concepts related to this issue have been introduced in the literature of the subject: Customer Relationship Life Cycle (CRLC), Customer&apos;s Activity Cycle (CLAN), The Relationship Life Cycle (RLC). Studies were carried out in three stages: Stage 1: interviews on company&apos;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&apos; 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

  • Czech description

Classification

  • Type

    D - Article in proceedings

  • CEP classification

  • OECD FORD branch

    50204 - Business and management

Result continuities

  • Project

  • 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