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
English Title
Trends in Customer Services and Interfunctional Coordination at Manufacturers of Electrical Equipment
Type
conference paper
Language
en
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.
English 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
RIV year
2015
Released
01.12.2015
Pages from
677
Pages to
682
Pages count
6
URL
BibTex
@inproceedings{BUT117628,
author="Lucie {Kaňovská} and Eva {Tomášková}",
title="Trends in Customer Services and Interfunctional Coordination at Manufacturers of Electrical Equipment",
annote="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.
",
booktitle="20th International Scientific Conference "Economics and Management 2015"",
chapter="117628",
doi="10.1016/j.sbspro.2015.11.479",
howpublished="online",
number="213",
year="2015",
month="december",
pages="677--682",
type="conference paper"
}