Detail publikace

Trend of the organisational structure change-Total customer satisfaction perspective

Originální název

Trend of the organisational structure change-Total customer satisfaction perspective

Anglický název

Trend of the organisational structure change-Total customer satisfaction perspective

Jazyk

en

Originální abstrakt

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.

Anglický abstrakt

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.

BibTex


@inproceedings{BUT17837,
  author="Iveta {Šimberová} and Přemysl {Hoffmann}",
  title="Trend of the organisational structure change-Total customer satisfaction perspective",
  annote="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.",
  address="Brno University of Technology, Business and Management Faculty",
  booktitle="New Trends for a New Europe: research for Entrepreneurship",
  chapter="17837",
  edition="2004",
  institution="Brno University of Technology, Business and Management Faculty",
  year="2004",
  month="october",
  pages="1--10",
  publisher="Brno University of Technology, Business and Management Faculty",
  type="conference paper"
}