Quality Management in the Customer Service Process
Identifikátory výsledku
Kód výsledku v IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F62690094%3A18450%2F18%3A50014955" target="_blank" >RIV/62690094:18450/18:50014955 - isvavai.cz</a>
Výsledek na webu
<a href="https://uni.uhk.cz/hed/site/assets/files/1072/proceedings_2018_2.pdf" target="_blank" >https://uni.uhk.cz/hed/site/assets/files/1072/proceedings_2018_2.pdf</a>
DOI - Digital Object Identifier
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Alternativní jazyky
Jazyk výsledku
angličtina
Název v původním jazyce
Quality Management in the Customer Service Process
Popis výsledku v původním jazyce
The article pays particular attention to the importance of appropriate customer segmentation in the quality management of the customer service process. Detailed analysis of the changes of customer's expectations can be conducted on the basis of assumptions of customer’s life cycle, understood as the stages of customer's purchasing activity. Several concepts related to this issue have been introduced in the literature of the subject: Customer Relationship Life Cycle (CRLC), Customer's Activity Cycle (CLAN), The Relationship Life Cycle (RLC). Studies were carried out in three stages: Stage 1: interviews on company's activities, employees, customers, customer service process. Stage 2: analysis and evaluation of internal documentation of enterprises, including customer service contracts, procedures, and instructions for customer service. Stage 3: confronting the opinions of respondents (I and II) with their customers' opinions on the quality of services provided by the company and the risks identified in the course of the customer service process. The research section provides a proposal of customer segmentation prepared on the basis of a case study of three manufacturing companies from the construction industry and three groups of packages of actions that can be undertaken within the framework of customer target groups were prepared.
Název v anglickém jazyce
Quality Management in the Customer Service Process
Popis výsledku anglicky
The article pays particular attention to the importance of appropriate customer segmentation in the quality management of the customer service process. Detailed analysis of the changes of customer's expectations can be conducted on the basis of assumptions of customer’s life cycle, understood as the stages of customer's purchasing activity. Several concepts related to this issue have been introduced in the literature of the subject: Customer Relationship Life Cycle (CRLC), Customer's Activity Cycle (CLAN), The Relationship Life Cycle (RLC). Studies were carried out in three stages: Stage 1: interviews on company's activities, employees, customers, customer service process. Stage 2: analysis and evaluation of internal documentation of enterprises, including customer service contracts, procedures, and instructions for customer service. Stage 3: confronting the opinions of respondents (I and II) with their customers' opinions on the quality of services provided by the company and the risks identified in the course of the customer service process. The research section provides a proposal of customer segmentation prepared on the basis of a case study of three manufacturing companies from the construction industry and three groups of packages of actions that can be undertaken within the framework of customer target groups were prepared.
Klasifikace
Druh
D - Stať ve sborníku
CEP obor
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OECD FORD obor
50204 - Business and management
Návaznosti výsledku
Projekt
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Návaznosti
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace
Ostatní
Rok uplatnění
2018
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název statě ve sborníku
Hradec Economic Days 2018
ISBN
978-80-7435-701-5
ISSN
2464-6059
e-ISSN
2464-6067
Počet stran výsledku
10
Strana od-do
9-18
Název nakladatele
Gaudeamus
Místo vydání
Hradec Králové
Místo konání akce
Hradec Králové
Datum konání akce
30. 1. 2018
Typ akce podle státní příslušnosti
WRD - Celosvětová akce
Kód UT WoS článku
000449443600001