Customer Loyalty Measurement at Czech Organizations

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27360%2F13%3A86088074" target="_blank" >RIV/61989100:27360/13:86088074 - isvavai.cz</a>

Result on the web

<a href="http://dx.doi.org/10.12776/qip.v17i1.66" target="_blank" >http://dx.doi.org/10.12776/qip.v17i1.66</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.12776/qip.v17i1.66" target="_blank" >10.12776/qip.v17i1.66</a>

Result language

angličtina

Original language name

Customer Loyalty Measurement at Czech Organizations

Original language description

All organizations certified against the ISO 9001 requirements must also measure customer satisfaction. But customer loyalty represents quality management system maturity on higher level of objectivity. An purpose of the article is bring set of information on current state analysis of customer loyalty measurement at Czech companies. Principal methodology of this analysis was special field survey and our research too. Results of special research performed through focus groups, based on risk analysis in the field of quality management principles implementation, are presented there as a part of findings. The another important findings show that customer loyalty measurement is mostly underestimated or ignored at Czech organizations. Main reasons of such state are also described. As well as: the first proposal of original methodology how to measure three fundamental types of customer loyalty - advocasy, purchasing and retention loyalty is also included to this article.

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

JS - Reliability and quality management, industrial testing

OECD FORD branch

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Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2013

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Kvalita Inovácia Prosperita

ISSN

1335-1745

e-ISSN

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Volume of the periodical

17

Issue of the periodical within the volume

1

Country of publishing house

SK - SLOVAKIA

Number of pages

11

Pages from-to

28-38

UT code for WoS article

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EID of the result in the Scopus database

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