KAŇOVSKÁ, Lucie and Eva TOMÁŠKOVÁ. Trends in Customer Services and Interfunctional Coordination by Manufacturers. In Procedia - Social and Behavioral Sciences. Nizozemí: Elsevier, 2015. p. 677-682. ISSN 1877-0428.
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Basic information
Original name Trends in Customer Services and Interfunctional Coordination by Manufacturers
Authors KAŇOVSKÁ, Lucie (203 Czech Republic) and Eva TOMÁŠKOVÁ (203 Czech Republic, guarantor, belonging to the institution).
Edition Nizozemí, Procedia - Social and Behavioral Sciences, p. 677-682, 6 pp. 2015.
Publisher Elsevier
Other information
Original language English
Type of outcome Proceedings paper
Field of Study 50200 5.2 Economics and Business
Country of publisher Czech Republic
Confidentiality degree is not subject to a state or trade secret
Publication form electronic version available online
WWW URL
RIV identification code RIV/00216224:14220/15:00086291
Organization unit Faculty of Law
ISSN 1877-0428
Keywords in English Customer services; Interfunctional coordination (IFC); Market orientation; Manufacturers of electrical equipment; Manufactures of electronic component; Czech Republic.
Tags rivok
Tags International impact, Reviewed
Changed by Changed by: Mgr. Petra Georgala, učo 32967. Changed: 11. 3. 2016 10:08.
Abstract
The purpose of the paper is to describe the most important trends by manufacturers producing electric equipment and electronic components in the Czech Republic. We focus on customer services and interfunctional coordination (IFC), part of market orientation. We prepared questionnaire in the form of the Likert scale. Sixty companies participated in our research. The crucial trends in customer services are: (1) New products are developed, tested and improved according to customer needs; (2) Respondents clearly understand strategic importance and benefits of providing customer services; (3) Provided products are both delivered in time and in very good technical conditions according to customer orders; (4) Respondents enable repeated using products by help of after-sale service, renovation or refurbishing items for their customers. The crucial trends in IFC are: some companies have gaps in (1) information coordination; (2) gaining and analysing information about external environment; (3) and attitude of their workers towards a company.
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