Operational Analysis Regarding the Fusion of Customer Centres Belonging to Travel Service and Czech Airlines

Michaela Mrzenová, Eva Endrizalová


This article addresses the operational analysis of a possible fusion of customer centers belonging to Travel Service and Czech Airlines. It specifically concerns itself with the current state of both these departments and on the basis of these analysis suggests possible variations of such a fusion. Obstacles in the way of an effective fusion are also dealt with in this article. Apart from identifying such hurdles, the article also suggests steps leading to overcoming these, or altering these in such a way, that they shall no longer present a problem.


Call centre; customer centre; Amadeus; fusion; Czech Airlines; Travel Service


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