ASSESSMENT OF PROVIDED SERVICE QUALITY IN B2B MARKET FROM THE MANUFACTURER´S PERSPECTIVE

1 VLCKOVA Vladimira
Co-authors:
2 PODSKUBKOVA Lucie
Institution:
1 University of Pardubice, Faculty of Chemical Technology, Department of Economy and Management of Chemical and Food Industries, Pardubice, Czech Republic, EU, vladimira.vlckova@upce.cz, st48629@student.upce.cz
Conference:
CLC 2018 - Carpathian Logistics Congress, Wellness Hotel Step, Prague, Czech Republic, EU, December 3 - 5, 2018
Proceedings:
Proceedings CLC 2018 - Carpathian Logistics Congress
Pages:
890-895
ISBN:
978-80-87294-88-8
ISSN:
2694-9318
Published:
18th April 2019
Proceedings of the conference were published in Web of Science.
Metrics:
372 views / 121 downloads
Abstract

The quality of provided services relating to the product is considered one of the most important elements of development and sustaining effective and successful relationships within supply systems and a key factor of corporate competitiveness in the B2B market. The paper deals with targeted literature review that is focused on current concept of customer services mainly in B2B market, as well as on the interpretation and definition of service quality and on the way of its assessment using INDSERV tool. On the basis of a comparison of the outcomes of a targeted literature review and an analysis of creation of supplier’s assessment by the a selected manufacturer of non-woven textiles for the automotive industry, the paper identifies the deciding criterions used for assessing service quality provided by suppliers from a manufacture´s perspective.

Keywords: B2B market, non-woven textiles, service quality, INDSERV, Q-LanYs

© This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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