Proces zlepšování kvality služeb poskytovaných zákazníkům spolu s produkty určenými pro výrobní spotřebu

Kód výsledku v IS VaVaI

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Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Process of Improving of Quality Services Rendered to Customers with Products Determined for Production Consumption

Popis výsledku v původním jazyce

Firstly this paper improves quality services concept so that it was adequate to needs of services quality management in a turbulent market environment. Secondly this paper deals with process of active improving of service quality and with specification its single phases of services rendered for production consumption. It shows that also at services rendered along with of products determined for production consumption it is necessary to pay attention both creating and rendering and subsequent measuring of services quality at process of improving their quality. The whole process should include the phases: analysis of process of buying and consumption of products by customers; identification of assortment of expected and also unexpected (but for higher customer satisfaction needed) services that are efficient to be rendered before, during and after sales from the point of view of customer?s needs; identification of service quality indicators and determination of importance of these servic

Název v anglickém jazyce

Process of Improving of Quality Services Rendered to Customers with Products Determined for Production Consumption

Popis výsledku anglicky

Firstly this paper improves quality services concept so that it was adequate to needs of services quality management in a turbulent market environment. Secondly this paper deals with process of active improving of service quality and with specification its single phases of services rendered for production consumption. It shows that also at services rendered along with of products determined for production consumption it is necessary to pay attention both creating and rendering and subsequent measuring of services quality at process of improving their quality. The whole process should include the phases: analysis of process of buying and consumption of products by customers; identification of assortment of expected and also unexpected (but for higher customer satisfaction needed) services that are efficient to be rendered before, during and after sales from the point of view of customer?s needs; identification of service quality indicators and determination of importance of these servic

Druh

D - Stať ve sborníku

CEP obor

AH - Ekonomie

OECD FORD obor

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Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2003

Kód důvěrnosti údajů

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

Název statě ve sborníku

Proceedings of International Scientific Conference Marketing of the Companies in V4 Countries One Step before the Entry to European Union

ISBN

80-8055-815-9

ISSN

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e-ISSN

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Počet stran výsledku

6

Strana od-do

222-227

Název nakladatele

Ekonomická fakulta Univerzity Matěja Béla

Místo vydání

Banská Bystrica

Místo konání akce

Krpáčovo, Slovenská republika

Datum konání akce

17. 9. 2003

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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