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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in the Czech Republic
Jiráková, Zuzana ; Polák, Petr (advisor) ; Doležel, Pavel (referee)
This thesis seeks to explain the dynamics influencing customer loyalty in the Czech market for mobile phone services. Customer loyalty is an important concept in such a saturated market where acquisition of new customers nearly always merits convincing them to leave their current provider, so customer retention is a more adequate strategy to ensure business prosperity. Structural equation modeling is employed in order to build a reliable model which would explain the relationships among the concepts of customer satisfaction, customer loyalty, service quality, and the role of switching costs. The results yield supporting evidence for the positive relationship between service quality and customer satisfaction, as well as the positive relationship between customer satisfaction and customer loyalty. There is no conclusive evidence for the impact of switching costs on the satisfaction-loyalty link.
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Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
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Influence of regulation on the development of mobile services market in the Czech Republic and Slovakia in the period 2001-2014
Smutný, Oldřich ; Procházka, Pavel (advisor) ; Zeman, Martin (referee)
This thesis aims at analysing the development of mobile services market in the Czech Republic and comparing this development with the situation in Slovakia. An integral part of the thesis is an evaluation of how the regulation by the state influenced this market. The thesis is divided into two parts: theoretical and practical part. The theoretical part deals with the topic of telecommunication markets as an oligopoly and describes the legislation relevant to the regulation of the market. The practical part of the thesis contains description of market subjects, analysis of prices evolution and availability of mobile services, as well as an analysis of how regulatory authorities influenced the market.
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Regulace trhu mobilní komunikace v ČR
Prusenovská, Pavla
The bachelor thesis deals with analysis of Czech telecommunication market. Part of thesis is evaluation of competition on the market and it's impact on Czech cus-tomer. Subsequently the current situation is described considering new virtual operators to enter the market. The result of this work gives recommendation to mitigate negative impact on Czech customer.
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Customer Intimacy in Mobile Retail
Míček, Martin ; Halík, Jaroslav (advisor) ; Malý, Josef (referee)
The master thesis deals with the topic of customer intimacy in mobile telecommunications and describes how the concept of a value-based strategic approach called "customer intimacy" can be applied in telecommunications industry, illustrated on an example of a mobile operator customer relationship lifecycle model. The goal of the thesis is to evaluate mobile telecommunications industry potential for application of the value discipline of customer intimacy and illustrate a high-level framework of Customer Lifecycle Management model as the first transformational step towards customer-intimate organizational design. The thesis sets main hypothesis on the assumption that adoption of the strategy and principles of customer intimacy enable a mobile operator to capture ownership of positive customer experience and secure a sustainable competitive advantage, thereby presenting a powerful counter-measure against the zero-growth industry outlook. As a sub-hypothesis the author postulates the statement that CLM infuses highly-effective methods to capture additional customer value and positively affect mobile operators' profitability. The theoretical part defines characteristics and components of customer value in business relationships and describes truths featuring the new world of competition. This new paradigm of competition leads to the definition of rules for delivering superior value in the following subchapter. Consequently, three value-based strategic approaches towards market leadership (denoted as "value disciplines") are identified and characterized. The second part presents the goals and key principles of the value discipline of customer intimacy and adverts to distinctions in theory and business practice. The author identifies forces driving strategic initiatives focusing on customer value perception and expectations. In this part the opportunities for adoption of customer intimacy in consumer telecommunications industry are also assesses. The penultimate subchapter describes concept of customer experience cycle that will be leveraged in the practical part of the thesis. The last subchapter then examines the importance of service identity for telecoms' successful adoption of the discipline of customer intimacy. The third part is analytical and provides industry research of European telecommunications market. The individual subchapters describe trends in development of fundamental performance indicators. In the fourth, practical part, the author presents the topic of customer lifecycle management. It describes what basic set of expectation customers have towards the relationship with a mobile operator. Then, a conceptual framework of customer lifecycle model is composed and analyzed. The penultimate subchapter pinpoints measures of value based customer profitability, interprets their applicability for decision-making on market investments, and indicates their interlock to value for shareholders. In the last subchapter, a set of recommendations is provided to mobile operators considering infusion of customer intimate principles into their organization. With respect to the practical part and main hypothesis, the author regards the goal of the thesis as fully achieved and the sub-hypothesis of the practical part as confirmed as well. The author used the following methods of research: general research of corporate strategy, marketing and CRM literature, interviews with telecommunications professionals, analysis of corporate financial filings, collection and reading of market research papers and consulting reports, study of statistical data.
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Potenciál českého trhu pro mobilní marketing v letech 2008?2010
Janečka, Petr ; Mikeš, Jiří (advisor) ; Vasilenko, Ondřej (referee)
Práce popisuje průběh vývoje na poli mobilního marketingu v České republice. Výchozím bodem je situace na internetovém trhu. Práce se věnuje třem hlavním oblastem mobilního marketingu. Mobilnímu vyhledávání, sponzorovaným službám a bannerové reklamě v mobilu. Pro každou z oblastí je stanoven finanční přínos mobilního marketingu v závislosti na dostupných datech. Součástí kapitol je vyzdvižení výhod jednotlivých přístupů včetně rad a doporučení pro příslušné subjekty hodnotového řetězce mobilního marketingu.
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Development and Prospectives of Mobile Connection in The Czech Republic
Bičík, Petr ; Toman, Prokop (advisor) ; Čandík, Marek (referee)
Mobilní telekomunikace se staly nedílnou součástí našeho každodenního života a proto je jejich rozvoji věnována velká pozornost. Tato práce se pokouší podat současný pohled na problematiku mobilních telekomunikací, které slouží k bezdrátovému přenosu dat. Úvodní kapitola se zabývá historickým vývojem mobilního připojení v ČR. Dále jsou popsány jednotlivé technologie, které jsou využívány pro mobilní připojení k internetu. V závěru práce je nastíněn předpokládaný vývoj mobilního připojení na internet a jsou porovnány jednotlivé technologie. Na základě výsledků provedeného průzkumu jsou diskutovány silné a slabé stránky současného mobilního připojení.
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Combination of simulation methods and methods of multicriterial decision while purchasing mobile tariffs by companies.
Millová, Terézia ; Kuncová, Martina (advisor) ; Digoň, Daniel (referee)
Because of the high penetration of private market, mobile operators are forced to focus on the services offered to another customer segment. Recently, corporate customers are seen as a promising segment and the competition within this segment is rising significantly. The growth of the competition and offer enhancement force companies to understand the decision making process in purchasing mobile services as much as possible. It is not only time consuming but also financially demanding for management even in small firms. This decision making process, that the companies go through, is the main topic of this Master Thesis. Main goal is neither to choose particular vendor of the mobile services nor to choose particular mobile tariff from the recent market offer but to inform about possibilities proposed by mathematical methods in the decision making area. In the Master Thesis different methods are suggested, compared and combined with the target to enable companies to make the right decision concerning their specific requirements.
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Marketingová strategie mobilních operátorů v oblasti infotainmentu a entertainmentu
Urbánek, Tomáš ; Halík, Jaroslav (advisor) ; Mázl, Michal (referee)
Práce se zaměřuje na specifický obor mobilní komunikace ? infotainment&entertainment (též contentové služby), který představuje informačně zábavné služby v mobilním telefonu ? a na marketingovou strategii, kterou mobilní operátor aplikuje v rámci těchto služeb. Strategie je analyzována z hlediska modelu 4P. ?Product? představuje detailní zmapování služeb, ?Price? nejen celu ale i spotřební rozhodování na trhu contentových služeb, ?Promotion? nejdůležitější nástroje komunikačního mixu, ?Place? souhrn činností, které vedou k tomu, že je konečnému zákazníkovi poskytnuto perfektní plnění. Důraz je kladen také na aplikaci efektivních postupů při organizaci činností a moderních technologií využívaných pro mobilní služby.
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