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Marketing Research of Customer Satisfaction in the Area of the Services B2B

By Michaela Vlčková

Abstract

The master thesis is focused on a new industry of marketing – customer experience in the field of telecommunication services B2B. The theoretical part describes, analyzes and summarizes the basic concepts of information sources in the literature concerning the topic of customer satisfaction. In the analytical part the general theoretical basis and internal information of Vodafone Czech Republic are used for marketing research. On the base of obtained information are created proposals for Sales and Care deparments of B2B clients to increase customer satisfaction

Topics: customer; customer satisfaction; mobile provider.; zákazník; Marketing; CRM; telekomunikační služby; marketing v oblasti služeb; marketing research; mobilní operátor.; spokojenost zákazníka; marketing in services; marketingový výzkum; B2B; telecommunication services; customer experience
Publisher: Vysoké učení technické v Brně. Fakulta podnikatelská
Year: 2014
OAI identifier: oai:invenio.nusl.cz:224387
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