Publication detail

Trends in Customer Services and Interfunctional Coordination at Manufacturers of Electrical Equipment

KAŇOVSKÁ, L. TOMÁŠKOVÁ, E.

Original Title

Trends in Customer Services and Interfunctional Coordination at Manufacturers of Electrical Equipment

Type

conference paper

Language

English

Original 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.

Keywords

customer services, interfunctional coordination, manufacturers of electrical equipment, Czech Republic

Authors

KAŇOVSKÁ, L.; TOMÁŠKOVÁ, E.

RIV year

2015

Released

1. 12. 2015

ISBN

1877-0428

Periodical

Procedia Social and Behavioral Sciences

Year of study

2015

Number

213

State

Kingdom of the Netherlands

Pages from

677

Pages to

682

Pages count

6

URL

http://www.sciencedirect.com/science/article/pii/S1877042815058346

BibTex

@inproceedings{BUT117628,
  author="Lucie {Kaňovská} and Eva {Tomášková}",
  title="Trends in Customer Services and Interfunctional Coordination at Manufacturers of Electrical Equipment",
  booktitle="20th International Scientific Conference {"}Economics and Management 2015{"}",
  year="2015",
  journal="Procedia Social and Behavioral Sciences",
  volume="2015",
  number="213",
  pages="677--682",
  doi="10.1016/j.sbspro.2015.11.479",
  issn="1877-0428",
  url="http://www.sciencedirect.com/science/article/pii/S1877042815058346"
}