Improving the quality of customer service by using the technique of mystery shopping

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F15%3A43926087" target="_blank" >RIV/49777513:23510/15:43926087 - isvavai.cz</a>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Improving the quality of customer service by using the technique of mystery shopping

Popis výsledku v původním jazyce

This paper deals with the quality of customer service, especially with the importance of customer-oriented communication in selected industries of the Czech Republic. For excellent customer service, organizations must consistently check needs and wishesof their customers and the process of purchasing and working with customers (customer-oriented communication). The purpose of this study was to investigate the level of customer-oriented communication in differently specialized industries in the Czech Republic. The research was conducted in six regions (in small and in large cities/towns), which were chosen to represent level of customer-oriented communication in Czech shops. Research proved that over the last years, there has been a number of positivechanges in sales. It also confirmed that in certain areas the communication with customers is better in smaller shops than in larger ones. The results can be of immense significance for the training of future business managers, educating

Název v anglickém jazyce

Improving the quality of customer service by using the technique of mystery shopping

Popis výsledku anglicky

This paper deals with the quality of customer service, especially with the importance of customer-oriented communication in selected industries of the Czech Republic. For excellent customer service, organizations must consistently check needs and wishesof their customers and the process of purchasing and working with customers (customer-oriented communication). The purpose of this study was to investigate the level of customer-oriented communication in differently specialized industries in the Czech Republic. The research was conducted in six regions (in small and in large cities/towns), which were chosen to represent level of customer-oriented communication in Czech shops. Research proved that over the last years, there has been a number of positivechanges in sales. It also confirmed that in certain areas the communication with customers is better in smaller shops than in larger ones. The results can be of immense significance for the training of future business managers, educating

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název periodika

ACC Journal

ISSN

1803-9782

e-ISSN

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Svazek periodika

21

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

CZ - Česká republika

Počet stran výsledku

12

Strana od-do

65-76

Kód UT WoS článku

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EID výsledku v databázi Scopus

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