In recent times the concept of marketing is undergoing changes. Customers, as the greatest assets of a company, have to be viewed not only as the targets of marketing activities, but also of marketing management. Customer satisfaction is and has to be seen as the basic guarantee of the long-term...

The positive impact of a well organised reputation management has been sufficiently discussed in literature. It strikes that the majority of the studies is limited to the positive impact on major enterprises. It was found, that in particular, medium-sized companies with flat hierarchy structures...

According to the representative studies higher level of customers' perceived value leads to higher level of customer satisfaction, greater level of customer loyalty and to a greater success of organisation. Due to this, service providers have to recognize all important factors of customers'...