Factors Affecting the Process of Customer Service

Faktory ovplyvňujúce proces zákazníckej služby

Maciej Abram, Daria Szydlowska, Krzystof Borkowski, Bartłomiej Walas

In: Geografické informácie (Geographical Information), Ročník (Volume) 20, Číslo (Issue) 2, 2016, p. 377-387, ISSN 1337-9453

DOI: 10.17846/GI.2016.20.2.377-387

Abstract

Customer service process consists of many elements, and it is influenced by many factors that impact directly on the end result. Professional customer service may become a guarantee of business success. A satisfied guest comes back to the company, and recommends it or not to the family, friends, and other potential customers, for example via Internet forums. The issue of customer service is a broad topic derived from such areas as human resources management and social communication. The aim of this paper is to identify key factors and management practices in the development of recreational possibilities. We methodically evaluate customers' needs, customer segmentation, decision-making processes and the quality of services.

Keywords: customer service, decision-making processes, the quality of services, management

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