Publication detail

Trend of the organisational structure change-Total customer satisfaction perspective

ŠIMBEROVÁ, I. HOFFMANN, P.

Original Title

Trend of the organisational structure change-Total customer satisfaction perspective

Type

conference paper

Language

English

Original Abstract

The complexity of the marketing conception implementation is the reason why many researchers emphasize the role of the organizational culture in the implementation process. The company is able to achieve its aims when they are accepted by all staff. The success of the implementation of the Total Customer Satisfaction (TCS) conception depends on the level of its sharing by company members through the strategy, structure and systems. The market and customer orientation is not applied in the management of Czech companies so far. Marketing is not understood as a company philosophy (or company culture) at all levels of the company hierarchy from the top management to the first-line staff. But the first-line staff is often the main force influencing buying decisions, satisfaction and repeat purchase of customers. In this report, we focus on the area of the organizational structure and its change related to the implementation of the customer satisfactin marketing concept.

Keywords

TCS, organisational structure, trend

Authors

ŠIMBEROVÁ, I.; HOFFMANN, P.

RIV year

2004

Released

21. 10. 2004

Publisher

Brno University of Technology, Business and Management Faculty

Location

Brno

ISBN

80-214-2753-1

Book

New Trends for a New Europe: research for Entrepreneurship

Edition

2004

Edition number

1

Pages from

1

Pages to

10

Pages count

10

BibTex

@inproceedings{BUT17837,
  author="Iveta {Šimberová} and Přemysl {Hoffmann}",
  title="Trend of the organisational structure change-Total customer satisfaction perspective",
  booktitle="New Trends for a New Europe: research for Entrepreneurship",
  year="2004",
  series="2004",
  number="1",
  pages="1--10",
  publisher="Brno University of Technology, Business and Management Faculty",
  address="Brno",
  isbn="80-214-2753-1"
}