The Concept of Customer Relationship Management in Services

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F18%3A10241248" target="_blank" >RIV/61989100:27510/18:10241248 - isvavai.cz</a>

Výsledek na webu

<a href="http://citpm.wz.pcz.pl/files/CITPM-2018.pdf" target="_blank" >http://citpm.wz.pcz.pl/files/CITPM-2018.pdf</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

The Concept of Customer Relationship Management in Services

Popis výsledku v původním jazyce

The content of the paper is a presentation of information on the concept of customer relationship management (CRM) and the active use of the different types of instruments in the process of managing customer relationships between operators providing accommodation services. The answers to the research questions were obtained through a survey of the investigation. The questionnaire was distributed by e-mail, sending the contact email addresses of individual properties. Questionnaire investigation participated entities active in the region of Žilina properties in 2015. Among the CRM tools, standard communication tools such as phone, e-mail, e-business through a website are the most used. They also use the social networking environment to establish contacts with their customers. Accommodation facilities, however, do not leave out standard tools used in the service environment, such as a guestbook, a book of complaints and desires. They perform customer satisfaction analysis and pay attention to customer service. Questionnaire investigation of gas, the fact that companies are using CRM tools and at the same time realizes that CRM is an important tool to increase their competitive power.

Název v anglickém jazyce

The Concept of Customer Relationship Management in Services

Popis výsledku anglicky

The content of the paper is a presentation of information on the concept of customer relationship management (CRM) and the active use of the different types of instruments in the process of managing customer relationships between operators providing accommodation services. The answers to the research questions were obtained through a survey of the investigation. The questionnaire was distributed by e-mail, sending the contact email addresses of individual properties. Questionnaire investigation participated entities active in the region of Žilina properties in 2015. Among the CRM tools, standard communication tools such as phone, e-mail, e-business through a website are the most used. They also use the social networking environment to establish contacts with their customers. Accommodation facilities, however, do not leave out standard tools used in the service environment, such as a guestbook, a book of complaints and desires. They perform customer satisfaction analysis and pay attention to customer service. Questionnaire investigation of gas, the fact that companies are using CRM tools and at the same time realizes that CRM is an important tool to increase their competitive power.

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

2018

Kód důvěrnosti údajů

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

Název statě ve sborníku

Proceedings of the 2nd International Conference Contemporary Issues in Theory and Practice of Management : CITPM 2018 : Częstochowa 2018

ISBN

978-83-65951-12-0

ISSN

2544-8579

e-ISSN

2544-8587

Počet stran výsledku

8

Strana od-do

353-360

Název nakladatele

Wydawnictwo Wydziału Zarządzania Politechniki Częstochowskiej

Místo vydání

Częstochowa

Místo konání akce

Čenstochová

Datum konání akce

19. 4. 2018

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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