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@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.
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