Perception of the customer service of Škoda: comparative
perspective of car dealers in China and Czech Republic

D 2016

Perception of the customer service of Škoda: comparative perspective of car dealers in China and Czech Republic

JAMBAL, Tsolmon and Sarantuya JIGJIDDORJ

Basic information

Original name

Perception of the customer service of Škoda: comparative perspective of car dealers in China and Czech Republic

Authors

JAMBAL, Tsolmon and Sarantuya JIGJIDDORJ

Edition

China, Innovative Economic Symposium 2016: Trade and economic relations between China and Central Europe, p. 51-58, 8 pp. 2016

Other information

Language

English

Type of outcome

Stať ve sborníku

Field of Study

50200 5.2 Economics and Business

Country of publisher

China

Confidentiality degree

není předmětem státního či obchodního tajemství

Publication form

printed version "print"

Organization unit

Institute of Technology and Business in České Budějovice

ISBN

978-7-5103-1428-5

Keywords (in Czech)

Chování zákazníků; věrnost; kultura; kvalita služeb

Keywords in English

Customer behavior; loyalty; culture; quality of service

Abstract

ORIG CZ

V originále

The service centers providing essential information on the product and services of any organization serves as a face and plays significant role in the purchase decision-making. Moreover, the moment of the truth felt upon entrance is essential and the meeting the demand of the customer is priority for any organization. Thus, organizations should use external review or observation to improve the service quality and to identify the behavior of the customer for further improvements and to increase the profit. The current study was conducted to compare the service, sales and customer behavior at the Škoda official sales branches in Beijing and České Budějovice using qualitative methods and proposed the recommendations for the further improvement.

In Czech

Servisní střediska, která poskytují základní informace o produktu a službách, slouží jako vizitka každé organizace a hrají významnou roli v obchodním rozhodování. Splnění požadavků zákazníka je prioritou pro každou organizaci. Proto by organizace měly použít externí přezkoumání nebo pozorování ke zlepšení kvality služeb, k moderování chování zákazníka s cílem dalšího zlepšení služeb, a tím i zvýšení zisku. Současná studie byla zaměřena na srovnání služeb, prodeje a zákaznického chování oficiálních prodejních poboček podniku Škoda v Pekingu a Českých Budějovicích s využitím kvalitativní metody a návrhem doporučení pro další zlepšení.

Citovat

JAMBAL, Tsolmon and Sarantuya JIGJIDDORJ. Perception of the customer service of Škoda: comparative perspective of car dealers in China and Czech Republic (Vnímání zákaznického servisu firmy Škoda: Srovnávací perspektiva automobilových prodejců v Číně a České republice). In Innovative Economic Symposium 2016: Trade and economic relations between China and Central Europe. China, 2016, p. 51-58. ISBN 978-7-5103-1428-5.

@inproceedings{36621,
   author = {Jambal, Tsolmon and Jigjiddorj, Sarantuya},
   address = {China},
   booktitle = {Innovative Economic Symposium 2016: Trade and economic relations between China and Central Europe},
   keywords = {Customer behavior; loyalty; culture; quality of service},
   howpublished = {tištěná verze "print"},
   language = {eng},
   location = {China},
   isbn = {978-7-5103-1428-5},
   pages = {51-58},
   title = {Perception of the customer service of Škoda: comparative perspective of car dealers in China and Czech Republic},
   year = {2016}
}

TY  - JOUR
ID  - 36621
AU  - Jambal, Tsolmon - Jigjiddorj, Sarantuya
PY  - 2016
TI  - Perception of the customer service of Škoda: comparative perspective of car dealers in China and Czech Republic
CY  - China
SN  - 9787510314285
KW  - Customer behavior
KW  - loyalty
KW  - culture
KW  - quality of service
N2  - The service centers providing essential information on the product and services of any organization serves as a face and plays significant role in the purchase decision-making. Moreover, the moment of the truth felt upon entrance is essential and the meeting the demand of the customer is priority for any organization. Thus, organizations should use external review or observation to improve the service quality and to identify the behavior of the customer for further improvements and to increase the profit. The current study was conducted to compare the service, sales and customer behavior at the Škoda official sales branches in Beijing and České Budějovice using qualitative methods and proposed the recommendations for the further improvement.
ER  -

JAMBAL, Tsolmon and Sarantuya JIGJIDDORJ. Perception of the customer service of Škoda: comparative perspective of car dealers in China and Czech Republic (Vnímání zákaznického servisu firmy Škoda: Srovnávací perspektiva automobilových prodejců v Číně a České republice). In \textit{Innovative Economic Symposium 2016: Trade and economic relations between China and Central Europe}. China, 2016, p.~51-58. ISBN~978-7-5103-1428-5.

Detailed Information on Publication Record