Quality Management in the Context of Objective and Subjective Business Performance
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F20%3A00139292" target="_blank" >RIV/00216224:14560/20:00139292 - isvavai.cz</a>
Result on the web
<a href="https://www.tvp.zcu.cz/" target="_blank" >https://www.tvp.zcu.cz/</a>
DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
Quality Management in the Context of Objective and Subjective Business Performance
Original language description
This paper addresses quality management with a focus on consumer satisfaction measurement in the context of objective and subjective business performance across industrial sectors. The goal of this paper is to identify and analyse differences in quality management between higher and lower performing businesses. The research was conducted quantitatively using a questionnaire and closed scale questions throughout the year 2018. Respondents were managers of the investigated businesses, who (subjectively) evaluated the performance of their own business. Performance was also assessed objectively based on publicly available accounting data, using standard financial indicators. It was found that there are differences in quality management and customer satisfaction measurement between higher and lower performing businesses. It was also found that there are differences between subjective andobjective performance evaluation, leading to the conclusion that these evaluations are not equivalent.
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
<a href="/en/project/GA16-16260S" target="_blank" >GA16-16260S: Managerial approach to reduction of reverse flows in connection to customer satisfaction and continuous improvement</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)
Others
Publication year
2020
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
Trendy v podnikání 2020 : recenzovaný sborník příspěvků mezinárodní vědecké konference
ISBN
9788026109716
ISSN
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e-ISSN
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Number of pages
7
Pages from-to
1-7
Publisher name
ZČU Plzeň
Place of publication
Plzeň
Event location
Plzeň
Event date
Jan 1, 2020
Type of event by nationality
EUR - Evropská akce
UT code for WoS article
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