DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA

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

DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA

Popis výsledku v původním jazyce

The goods blocked in virtual shopping cart in an online shop may cause a few complications. On one hand, the goods become unavailable for other customers and on the other, it may cause loss of interest in finishing a deal and the damage of the company's brand. Leading a customer in putting the goods into the cart creates the costs, which may be unnecessary if the purchase is not finished. To arrange better quality of customer service, companies must keep more stored goods, which again brings increasing the costs. The aim of the article is to propose a decision-making model, which the company should follow in case of blocking the goods in the shopping cart in an online shop. The article is divided into two main parts. The first part deals with the research of available literature in this field. In the second part, a process map of the decision-making process will be created, based on experience from a real company. This map can serve as general instructions to follow in case of blocking the goods in the cart and it can reduce negative effects of company's decisions in dealing with the particular problem.

Název v anglickém jazyce

DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA

Popis výsledku anglicky

The goods blocked in virtual shopping cart in an online shop may cause a few complications. On one hand, the goods become unavailable for other customers and on the other, it may cause loss of interest in finishing a deal and the damage of the company's brand. Leading a customer in putting the goods into the cart creates the costs, which may be unnecessary if the purchase is not finished. To arrange better quality of customer service, companies must keep more stored goods, which again brings increasing the costs. The aim of the article is to propose a decision-making model, which the company should follow in case of blocking the goods in the shopping cart in an online shop. The article is divided into two main parts. The first part deals with the research of available literature in this field. In the second part, a process map of the decision-making process will be created, based on experience from a real company. This map can serve as general instructions to follow in case of blocking the goods in the cart and it can reduce negative effects of company's decisions in dealing with the particular problem.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název statě ve sborníku

International conference on Decision Making for Small and Medium-Sized Enterprises

ISBN

978-80-7510-243-0

ISSN

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e-ISSN

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Počet stran výsledku

9

Strana od-do

48-56

Název nakladatele

SU OPF Karviná

Místo vydání

Karviná

Místo konání akce

Ostrava

Datum konání akce

4. 5. 2017

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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