Mystery e-mail/website customer service. A case study of retail companies

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27350%2F17%3A10236947" target="_blank" >RIV/61989100:27350/17:10236947 - isvavai.cz</a>

Nalezeny alternativní kódy

RIV/61989100:27360/17:10236947

Výsledek na webu

<a href="http://dspace.upce.cz/bitstream/handle/10195/67930/Kozel%2c%20Hawrysz%2c%20Vilamov%C3%A1%2c%20Hys.pdf?sequence=1&isAllowed=y" target="_blank" >http://dspace.upce.cz/bitstream/handle/10195/67930/Kozel%2c%20Hawrysz%2c%20Vilamov%C3%A1%2c%20Hys.pdf?sequence=1&isAllowed=y</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Mystery e-mail/website customer service. A case study of retail companies

Popis výsledku v původním jazyce

This paper examines the customer service process in 5 retail companies using the method of mystery e-mail/website visits. The study was conducted in 60 car dealer centers of Škoda in Poland and the Czech Republic. The adjustment of the standards of customer service in such showrooms constitutes a vital issue in the ambit of a company&apos;s functioning, both in the Polish and Czech markets. Perfecting customer service standards by applying communication through the Internet (e.g. the use of e-mails and company websites) for the entrepreneurs functioning in the contemporary market, constitutes a promise of adaptations of standards aimed at meeting customer expectations.

Název v anglickém jazyce

Mystery e-mail/website customer service. A case study of retail companies

Popis výsledku anglicky

This paper examines the customer service process in 5 retail companies using the method of mystery e-mail/website visits. The study was conducted in 60 car dealer centers of Škoda in Poland and the Czech Republic. The adjustment of the standards of customer service in such showrooms constitutes a vital issue in the ambit of a company&apos;s functioning, both in the Polish and Czech markets. Perfecting customer service standards by applying communication through the Internet (e.g. the use of e-mails and company websites) for the entrepreneurs functioning in the contemporary market, constitutes a promise of adaptations of standards aimed at meeting customer expectations.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název periodika

Scientific Papers of the University of Pardubice. Series D, Faculty of Economics and Administration

ISSN

1211-555X

e-ISSN

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Svazek periodika

24

Číslo periodika v rámci svazku

40

Stát vydavatele periodika

CZ - Česká republika

Počet stran výsledku

13

Strana od-do

95-107

Kód UT WoS článku

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EID výsledku v databázi Scopus

2-s2.0-85020682981