Název: Optimization of Customer Service with Respect to Profitability and Customer Satisfaction: Case study of Hilti
Překlad názvu: Optimization of Customer Service with Respect to Profitability and Customer Satisfaction: Case study of Hilti
Autoři: Jindrák, Jiří ; Karlíček, Miroslav (vedoucí práce) ; Radil, Jan (oponent)
Typ dokumentu: Diplomové práce
Rok: 2013
Jazyk: eng
Nakladatel: Vysoká škola ekonomická v Praze
Abstrakt: The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republic and its after-market service. The theoretical part reviews the general academic literature connected with the topic. The practical part focuses on the company Hilti AG - a global premium provider of building construction tools and consumables in B2B segment, and examines especially its after-market service department. The first section of the practical part analyses the outcomes of the qualitative expert in-depth interviews with managers across different business units and departments and with real customers. The second part of the practical part proposes concrete steps that will lead to an increase of profitability and customer satisfaction.
Klíčová slova: After Market Service; Customer satisfaction; Customer service in B2B; Hilti; In-depth interviews; Profitability; Qualitative research; After Market Service; B2B market; Customer satisfaction; Customer service in B2B; Hilti; In-depth interviews; Profitability

Instituce: Vysoká škola ekonomická v Praze (web)
Informace o dostupnosti dokumentu: Dostupné v digitálním repozitáři VŠE.
Původní záznam: http://www.vse.cz/vskp/eid/39564

Trvalý odkaz NUŠL: http://www.nusl.cz/ntk/nusl-199527


Záznam je zařazen do těchto sbírek:
Školství > Veřejné vysoké školy > Vysoká škola ekonomická v Praze
Vysokoškolské kvalifikační práce > Diplomové práce