Publication details
Trends in Customer Services and Interfunctional Coordination by Manufacturers
| Authors | |
|---|---|
| Year of publication | 2015 |
| Type | Article in Proceedings |
| Conference | Procedia - Social and Behavioral Sciences |
| MU Faculty or unit | |
| Citation | |
| Web | http://www.sciencedirect.com/science/article/pii/S1877042815058346 |
| Field | Economy |
| Keywords | Customer services; Interfunctional coordination (IFC); Market orientation; Manufacturers of electrical equipment; Manufactures of electronic component; Czech Republic. |
| Attached files | |
| Description | 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. |