Abstract:

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. The aim of the paper is to find out a) if manufacturers of electric equipment and electronic components in the Czech Republic perceive service provision impact to their total company revenue and b) main findings based on correlation analysis focused on the Service Offering and Importance of services. The producers of electric equipment and electronic components were chosen for the research. Manufacturers comply with the Czech industry classification CZ-NACE 27 and CZ-NACE 26. The segments are extremely important for Czech industry nowadays, especially because of many companies being subcontractors for the car industry and mechanical engineering. The questionnaire in the form of the Likert scale was prepared to gather information about customer services. The respondents were usually directors or managers, e.g. employees with high competencies of knowing customer services in this particular market. Total of 60 SME were included in the survey. The data was collected during last year, from February to November 2014. The statistical methods were used to analyse the complete database.