Služby zákazníkům a jejich význam pro společnosti

Customer services and their importance for companies

conference paper

Czech

The competitiveness is still increasing at all industrial markets; companies begin to understand why services are so important recently. The strategy of supplying services by companies is very important and must be done in accordance with key customer needs and wishes. In the first part, the article shortly describes the basic characteristics of services and structuring and main examples of industrial services. In the second part I will inform about quality of services, its key principles and standards and also about five important criteria of its measuring elaborated by the authors Parasuraman, Zeithaml and Berry. In the third part I want to describe the strategy of supplying customer services in companies and some problems that can influence companys strategy and its customers. The last part is targeted at the main trends in rendition of customer services, such as increasing quality of production in many companies, reinforcement of competitiveness on world markets, growing customer interest in firms information and their products, or the importance of companys employees for goodwill and profit. The employees are in daily contacts with customers and can work on them very much. They should know their needs, wishes and also internal feelings, which can change and get better the service strategy.

doprovodné služby

customer services

KAŇOVSKÁ, L.

1. 1. 2003

VUT v Brně, FP

Brno

80-214-2382-X

Management, Economic and Business in new Europe

300

303

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