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• Enhancing Customer Experience in Car Servicing: Insights from Indian Markets

  113-123

  Prabhu Mannadhan

  Madan Mohan G

  Views:

  45

  This descriptive research has attempted to assess customers' satisfaction with services offered by car servicing firms in India. The researcher administered a structured questionnaire to 300 company customers, selected using the Systematic Random Sampling technique. Data collected were analyzed using SPSS, applying the analytical tools of Frequency, Percentage, Mean, factor analysis, cluster analysis, Chi-square and Correspondence Analysis. Results of the study have revealed that the caring nature of servicing staff, the quality of services and service personnel, and the convenience and comfort offered to customers have been identified as the most important factors affecting customer satisfaction. 

• Strategic Role of HR in Hungary and Slovakia, Based on the International Cranet Research (2015-2016)

  478-489

  Katalin Szabó

  József Poór

  Ádám Gergő Kiss

  Jana Blštáková

  Mártonné Karoliny

  Péter Körösparti

  Margit Csipkés

  Views:

  301

  Western-European management trends have been spread including modern approaches to human resource management over the past decades in the countries of Central and Eastern Europe. The point of the new HR conception is the strategic partner role, which is underpinned by the appreciation of human resources. There was a rapid change in the management methods of the organizations due to the socio-economic changes in the examined countries. However, in many places the personnel departments were simply renamed, and their HR staff are still concentrating on their traditional activities. These activities are important and should  be fulfilled today as well, but to play an influential role in the design and maintenance of organizational competitiveness HR should have a new, strategic attitude. The study examines HR's strategic role based on the empirical international Cranet research in Hungary and in Slovakia.

• Functional Character of the Performance Management

  1-14

  Éva Gergely

  Views:

  320

  Performance management is a complex system, researching its modifying factors and elements, using the research results may significantly improve the success of the operation of organizations. Performance management functions are the followings: planning performance, developing measuring tools, communicating expectations, monitoring and quantifying performance, performance appraisal, feedback on performance, communicating personnel decisions, developments based on results. Along these task groups researches may be carried out separately or by aggregating several of them, in this way certain sub-fields of  performance management may be investigated in a more detailed way. In my research the characteristics of performance management systems operating in profit-oriented organizations were examined from the aspect of the management.

• Impact of Digitalization on Domestic Trade Strategies

  318-333

  Enikő Kontor

  Marietta Kiss

  András Fehér

  Views:

  1386

  The aim of our study is to reveal the fit of digital space into current and future trade and to assess the effects of digitization on Hungarian trade strategies. The information gathering and purchasing habits of consumers have changed dramatically in recent years. Consumers today make buying decisions based primarily on convenience, effectiveness (fast and convenient access to products at adequate price/value ratio), and experience. Adjusting to these trends, traders developed novel trading strategies, and the use of achievements of digitization is an integral part of these strategies. One aspect of digitization is the increasing global development of e-commerce. The Hungarian online commerce have also been expanding significantly from year after year: based on 2018 data, domestic and foreign online sales volume have passed 1000 billion HUF. The Hungarian online consumers buy on the Internet more and more often and at greater and greater value. The online shopping on virtual reality platforms may make this purchase mode more experiential. Webshops have to meet new consumer needs, and deliver the ordered products as soon as possible, preferably within 24 hours. An increasing number of parcel delivery options has begun becoming more and more popular (e.g., automatic parcel terminals, pick pack points). However, traditional channels should not be buried, either. Their obvious advantage is that consumers can take their choice based on multiple senses and it also gives them more room for impulse buying. Combined with the digital technology compliant with contemporary requirements, this can offer a complete shopping experience. Nowadays, recognizing this need online and traditional channels have been mixed in several cases (e.g., multichannel, omnichannel, cross-channel sales) and offer several options for consumers during the purchase process. The sales area optimization of traditional shops and the buyer paths aided by digital technology (e.g., digital shelf labels) are designed for the buyers’ convenience. The newest innovations imply automation of the buying process making the whole process more convenient and more personalized with the use of sensors (e.g., Amazon Go) or robots (e.g., Pepper). In our future purchases, digital personal assistants will appear as digital versions of sales personnel.