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Service Quality
Hejzlar, Kamil ; Vokáčová, Lucie (advisor) ; Šárka, Šárka (referee)
The aim of this thesis is to characterize the current situation of the company Znovín Znojmo Inc. in the area of distribution and to propose any improvement in this area based on the survey and mystery shopping. The theoretical part defines the service and service quality. The following is the characteristic of the chosen company. The practical part contains macro environment, characteristic of the market in which the company operates and characteristic of the customers and the competitors. The practical part continues with the characteristic of the company from the view of marketing mix with the emphasis on the distribution. In the second half of the practical part is evaluation of the survey and the mystery shopping. The ending of the thesis is based on found weaknesses in the distribution of the company, such as a behavior of the dealer to the customer, and proposing of the possible solutions.
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Native-speaker status and other qualifications in the translation services market: Marketing and price-setting strategies of translation agencies
Šebesta, Daniel ; Dovalil, Vít (advisor) ; Sherman, Tamah (referee)
This study combines linguistic and economic points of view to deliver insights into two national translation services markets. Translation services form a relatively large market and provide quite a high number of jobs globally. In this industry, which is largely unregulated by government bodies, translation agencies have the potential to act as quality warrantors by applying elaborate quality-assurance procedures and requiring their freelance translators to possess certain qualifications. A controversial yet widely mentioned qualification is being a native speaker of a specific language. Drawing on a critique of the conventional "native speaker" concept and on insights from economics, Language Management Theory, and critical discourse analysis, this study investigates how the native-speaker status, along with other translator qualifications, is used as an argument for higher quality and a higher price in marketing and price-setting strategies of translation agencies in the Czech Republic and Germany when it comes to a technical translation into a non-local language. The research makes use of the market-research technique called "mystery shopping" and is designed as a combination of experimental and observational qualitative research methods. The four distinct stages, which correspond with...
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Analysis of marketing strategy of restaurant "Na Pekárně"
Macková, Martina ; Kvítková, Zuzana (advisor) ; Valentová, Jana (referee)
The thesis deals with marketing strategy of restaurant Na Pekárně. There are analyzed the opportunities, threats, strengths and weaknesses of the restaurant through a SWOT analysis, political-legal, economic, socio-cultural and technological environment through PEST analysis, microenvironment in relation to customers, competitors and suppliers, current marketing strategy of restaurant and used marketing tools. To obtain detailed information about the company was used marketing research in the form of interview and Mystery shopping. Based on the results of the analysis will be suggested a suitable marketing strategy for the future and potential improvements. Analysis, marketing strategy, SWOT, PEST, Mystery shoppint, marketing mix, restaurants
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Service Quality
Nováková, Andrea ; Kala, Štěpán (advisor) ; Dana, Dana (referee)
This thesis deals with the evaluation of the quality of service in a selected subject, which is travel agency Čedok, Inc.
In the first part of the thesis the theoretical starting-points and characterized terms related to the issue of service quality are defined. To obtain information regarding the literature search was used literature and other resources freely available in electronic and printed character.
The second part includes a description of the company and analysis of the current state of the services provided by travel agencies using the methods of observation and survey. The method of Mystery Shopping uncovers weaknesses and is used as a feedback for further development. In the end of the thesis, there are some recommendations suggested for the company to improve service quality and increase customer satisfaction.
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Tourism and its sales form
Hrnčířová, Edita ; Havlíková, Michaela (advisor) ; Radek, Radek (referee)
This diploma thesis deals with a research carried out at Prague travel agencies using the Mystery shopping method and the follow-up evaluation and recommendation of a suitable form of selling in a respective region. The aim of the work is to evaluate the travel agencies from the point of view of the quality of the offered products, provided services, the agents´knowledge and the general interaction with them.
The theoretic part consists of chapters that explain the key concepts and definitions of tourism and their forms of selling. In the methodical part the Mystery shopping method is discribed from the point of view of the historiy and evaluation of the work including the research period.
The practical part is dedicated to the analysis of the data obtained during the Mystery shopping realized at travel agencies and includes three parts. The first research has the form of an online require in which the agents´ability of offering and follow-up selling of a product is evaluated. This research is carried out through the email communication. The second research concerns ordering tours on web portal where the agents´willingness to arrange further services for a tour is evaluated. This research is carried out through the phone communication. The third Mystery shopping research is realized personally at individual travel agents offices and the agent´s direct communication and dealing with the customer as well as his professionality are evaluated.
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Mystery Shopping
Kukla, Jiří ; Pilař, Ladislav (advisor) ; Balcarová, Tereza (referee)
This thesis is about research method mystery shopping, which is one of quantitative research methods. The functionality of the method was verified in practice - store evaluation, especially employee evaluation in three selected stores of the producer and seller of luxury clothing. The thesis is divided into two parts - theoretical and practical.
The first part consists of a literature review with used literature and internet sources.
The second part, a practical part is focused on a complete mystery shopping project creation beginning with preparation until its final part - the results evaluation and comparison. For the purpose of the project was necessary to create a scenario for mystery shopping check and also a survey. This pilot project was focused on evaluation of customer service in three selected stores - two in Prague, one of them in the city centre, and one shop in Brno. The results were then evaluated for each store separately and the results were compared between individual stores themselves. The overall results were used to make some recommendations primarily to improve customer service.
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Development of Business Activities of Company
Sabaková, Nikola ; Mráček, Pavel (referee) ; Zich, Robert (advisor)
Bachelor thesis deals with proposals for the development of business activities of Danish company ECCO operating in the global market. The subject of business is the production and sale of leather shoes for men, women and children. The proposals are aimed at activities by which the company deepen and reinforce relationships with its customers. Based on the analyzes and mystery shopping I’m able to examine the competition and define the steps that will lead to building a strong premium brand and increase customer satisfaction. My goal is using a specific approach to create the consumer shopping experience, develop the businesses activities and promote product sales. The basic standard applied in the creation of the proposal, is to develop customer value.
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Business Plan for Establishment of Mystery Shopping Consulting Company
Veselý, Lukáš ; Ptáček, Roman (referee) ; Šimberová, Iveta (advisor)
This master's thesis deals with a business plan for establishment of mystery shopping consulting company. The theoretical part of the work describes theoretical background needed for the development of the business plan. Theoretical background of the mystery shopping is also described. The practical part of the work contains analyses of internal and external environment of the new venture. Based on the theoretical background and on the results of the analysis the new business plan is introduced.
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Competitiveness of FedEx on Czech Express Market
Nárožná, Adriana ; Mráček, Pavel (referee) ; Zich, Robert (advisor)
Diploma Thesis called “ Competitiveness of FedEx on Czech Express Market” deals with FedEx precautions for the company competitiveness improvement. The precautions were designed after internal and external analyses of the company, followed by SWOT analysis which is the base for the precautions for the company competitiveness increase.
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Proposal of the Retail Network Activity Streamline
Záděrová, Šárka ; Škrdlík, Miloš (referee) ; Bayerová, Vladimíra (advisor)
This dissertation engages in the development of proposals for the improvement of retail networks. The goal is to propose changes in the strategy of regional retail networks, which should lead to an increase in its competitiveness. The proposed changes are based primarily on observations of selected stores, as the accuracy and functionality of internal processes can only be inspected in the retail units, which creates value for customers.
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