Service Offering at Electrical Equipment Manufacturers

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dc.contributor.authorKaňovská, Lucie
dc.coverage.issue23cs
dc.coverage.volumeIXcs
dc.date.accessioned2015-11-09T08:39:18Z
dc.date.available2015-11-09T08:39:18Z
dc.date.issued2015-09cs
dc.description.abstractPurpose of the article: The aim of the paper is to uncover ways of managing service offering provid-ed by electrical equipment manufactures in the Czech Republic. The segment is extremely important for Czech industry nowadays, especially because of many companies being subcontractors for the car industry and mechanical engineering. The producers of electric equipment comply with the Czech in-dustry classification CZ-NACE 27. Methodology/methods: The questionnaire in the form of the Likert scale was prepared to gather in-formation about customer services. The respondents were usually directors or managers, e.g. employ-ees with high competencies of knowing customer services in this particular market. The total of 22 companies were included in the survey. Research was focused on the following industries classifica-tions belonging to CZ-NACE 27: CZ-NACE 27, CZ-NACE 271 and CZ-NACE 273. According to Czech Statistical Office the total number of companies belonging to these 3 segments is 136. It means 16,2 % companies belonging to CZ-NACE 27 participated in our research. Basic statistical methods were used to analyse the complete database. Scientific aim: The paper deals with the problem of service offering provided by today’s manufactur-ers. Global understanding of services that manufacturers really develop, sell, deliver and manage is still limited. Findings: Managing service offering provided by today‘s manufacturers shows that 1) Manufacturers not offer only tangible products, but also wide range of services and even information and support. 2) New products are not designed only according to company technicians, but also according to their cus-tomers. Their products and services are developed, tested and improved according to their needs. 3) Services provide complex customer care from time product selection to its end. Conclusions: Manufacturers of tangible products need to enlarge their product offering to be able to satisfy customers. Therefore companies often focus on customer services. Adding services to the products to extend the total offering through services are possible ways of acting to eroding product margins. Customer services are able to help to extend life cycles, develop long-term relationship that lock out competitors, increase revenue, etc.en
dc.formattextcs
dc.format.extent17-23cs
dc.format.mimetypeapplication/pdfen
dc.identifier.citationTrendy ekonomiky a managementu. 2015, IX, č. 23, s. 17-23. ISSN 1802-8527.cs
dc.identifier.issn1802-8527
dc.identifier.urihttp://hdl.handle.net/11012/51786
dc.language.isoencs
dc.publisherVysoké učení technické v Brně, Fakulta podnikatelskács
dc.relation.ispartofTrendy ekonomiky a managementucs
dc.relation.urihttp://trendy.fbm.vutbr.cz/index.php/trends/article/view/322/261cs
dc.rights© Vysoké učení technické v Brně, Fakulta podnikatelskács
dc.rights.accessopenAccessen
dc.subjectservice offeringen
dc.subjectcustomer servicesen
dc.subjectservitizationen
dc.subjectmanufacturers of electrical equipmenten
dc.subjectCzech Republicen
dc.titleService Offering at Electrical Equipment Manufacturersen
dc.type.driverarticleen
dc.type.statusPeer-revieweden
dc.type.versionpublishedVersionen
eprints.affiliatedInstitution.facultyFakulta podnikatelskács
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