ČEMERKOVÁ, Šárka and Daniel KVÍČALA. DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA. In International conference on Decision Making for Small and Medium-Sized Enterprises. Karviná: SU OPF Karviná, 2017, p. 48-56. ISBN 978-80-7510-243-0.
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Basic information
Original name DECISION-MAKING PROCESSES IN DEALING WITH PROBLEMS IN CUSTOMER SERVICE AREA
Authors ČEMERKOVÁ, Šárka (203 Czech Republic, belonging to the institution) and Daniel KVÍČALA (203 Czech Republic).
Edition Karviná, International conference on Decision Making for Small and Medium-Sized Enterprises, p. 48-56, 9 pp. 2017.
Publisher SU OPF Karviná
Other information
Original language English
Type of outcome Proceedings paper
Field of Study 50204 Business and management
Confidentiality degree is not subject to a state or trade secret
Publication form printed version "print"
RIV identification code RIV/47813059:19520/17:00010925
Organization unit School of Business Administration in Karvina
ISBN 978-80-7510-243-0
Keywords in English customer service; decision making; processes; blocked goods; costs
Changed by Changed by: RNDr. Daniel Jakubík, učo 139797. Changed: 7/2/2020 10:58.
Abstract
The goods blocked in virtual shopping cart in an online shop may cause a few complications. On one hand, the goods become unavailable for other customers and on the other, it may cause loss of interest in finishing a deal and the damage of the company's brand. Leading a customer in putting the goods into the cart creates the costs, which may be unnecessary if the purchase is not finished. To arrange better quality of customer service, companies must keep more stored goods, which again brings increasing the costs. The aim of the article is to propose a decision-making model, which the company should follow in case of blocking the goods in the shopping cart in an online shop. The article is divided into two main parts. The first part deals with the research of available literature in this field. In the second part, a process map of the decision-making process will be created, based on experience from a real company. This map can serve as general instructions to follow in case of blocking the goods in the cart and it can reduce negative effects of company's decisions in dealing with the particular problem.
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