03408ntm a22005417a 4500 000250600 CZ-PrVSE 20140214212600.0 m d cr n|||||||||| 140214s2013 xr fsbm 000 0 eng d NEZPRACOVANÝ IMPORT ABA006 cze ABA006 ABA006 Jindrák, Jiří ISIS:56547 dis Optimization of Customer Service with Respect to Profitability and Customer Satisfaction : Case study of Hilti eng Optimization of Customer Service with Respect to Profitability and Customer Satisfaction [elektronický zdroj] : Case study of Hilti / Jiří Jindrák 2013 ?? s. : digital, PDF soubor Vedoucí práce: Miroslav Karlíček Diplomová práce (Ing.)—Vysoká škola ekonomická v Praze. Fakulta podnikohospodářská, 2014 Obsahuje bibliografii Textový (vysokoškolská kvalifikační práce) Rok obhajoby 2014 The Master's thesis focuses on customer satisfaction and its relationship to profitability, which is becoming an increasingly more relevant topic of daily discussion among the managers across all industries. The search for an optimal strategy that would lead to a consequent increase of both could be compared to a search for the "holy grail" or to an invention of the "perpetuum mobile" of business. The overall goal of my thesis is to design a strategy that would have the abovementioned attributes and would lead to an increase of profitability and customer satisfaction for the Hilti Czech republic and its after-market service. The theoretical part reviews the general academic literature connected with the topic. The practical part focuses on the company Hilti AG - a global premium provider of building construction tools and consumables in B2B segment, and examines especially its after-market service department. The first section of the practical part analyses the outcomes of the qualitative expert in-depth interviews with managers across different business units and departments and with real customers. The second part of the practical part proposes concrete steps that will lead to an increase of profitability and customer satisfaction. Způsob přístupu: Internet international management [obor dipl. práce] diplomové práce fd132022 czenas master's theses eczenas Customer satisfaction After Market Service Customer service in B2B In-depth interviews Hilti Profitability B2B market Karlíček, Miroslav, 1979- vse2010558291 ths Radil, Jan opn Vysoká škola ekonomická v Praze. Podnikohospodářská fakulta kn20010709402 https://isis.vse.cz/zp/42867/podrobnosti VŠKP v InSIS https://isis.vse.cz/zp/42867 Hlavní práce https://isis.vse.cz/zp/42867/posudek/vedouci Hodnocení vedoucího https://isis.vse.cz/zp/42867/posudek/oponent/34663 Oponentura http://isis.vse.cz/zp/116870/podrobnosti dc:identifier NEPOSILAT VSKP 116870 vse42867 140211