Development of Corporate Performance Management in the Context of Customer Satisfaction Measurement

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F16%3A43929282" target="_blank" >RIV/49777513:23510/16:43929282 - isvavai.cz</a>
Result on the web
<a href="http://dx.doi.org/10.1016/j.sbspro.2016.09.042" target="_blank" >http://dx.doi.org/10.1016/j.sbspro.2016.09.042</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1016/j.sbspro.2016.09.042" target="_blank" >10.1016/j.sbspro.2016.09.042</a>

Result language
angličtina
Original language name
Development of Corporate Performance Management in the Context of Customer Satisfaction Measurement
Original language description
The paper presents the research results in the area of Net Promoter Score (NPS) integration into the corporate performance measurement and management in the paradigm of the 21st century. Critical analysis and customer satisfaction and loyalty measurement was performed in the modern methods context of enterprise performance measurement and management. The results of the performed empiric research proved and demonstrated the expediency of NPS use for customers' satisfaction measurement in the automotive industry area in the Czech Republic, including the confirmation of suitability and significance of NPS integration into the financial performance measurement system based on the economic value added method.
Czech name
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Czech description
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Publication year
2016
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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