The Quality of Services Provided to Customers in zhe B2B Market with Chemical Industry Products
Konferenční objektpeer-reviewedpostprint Náhled není k dispozici
Datum publikování
2017
Vedoucí práce
Oponent
Název časopisu
Název svazku
Vydavatel
STEF92 Technology Ltd.
Abstrakt
This paper specifies, on the basis of research outcomes and a primary survey, applied service quality indicators and service quality standards in the B2B market with selected chemical products. Finally, it specifies the importance of individual service quality parameters and the factors affecting it from the point of view of the service providers. The research was conducted using the method of personal interviewing of selected managers responsible for providing customer services at a selected chemical company. The benefits of the paper can particularly be seen in identification of the quality parameters of services that are important for customers in the chemical industry and that can significantly contribute to creation and maintenance of the customer satisfaction and loyalty in this market.
Rozsah stran
p. 1053 -1060
ISSN
2367-5659
Trvalý odkaz na tento záznam
Projekt
Zdrojový dokument
Modern Science Conference Proceedings. Book 1, Vol. V : Business and Management
Vydavatelská verze
Přístup k e-verzi
pouze v rámci univerzity
Název akce
4th International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM 2017 (24.08.2017 - 30.08.2017, Albena)
ISBN
978-619-7408-17-1
Studijní obor
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Umístění tištěné verze
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Klíčová slova
customer services, quality of services, service quality indicators, chemical industry company, služby zákazníkům, kvalita služeb, ukazatelé kvality služeb, podnik chemického průmyslu