Development of customer loyalty measurement at Czech companies
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27360%2F15%3A86095741" target="_blank" >RIV/61989100:27360/15:86095741 - isvavai.cz</a>
Result on the web
<a href="http://www.mmscience.eu/content/file/MM_Science_201531.pdf" target="_blank" >http://www.mmscience.eu/content/file/MM_Science_201531.pdf</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.17973/MMSJ.2015_10_201531" target="_blank" >10.17973/MMSJ.2015_10_201531</a>
Alternative languages
Result language
angličtina
Original language name
Development of customer loyalty measurement at Czech companies
Original language description
Any efficient quality management system must use permanent feedback from customers. All organizations certified against the ISO 9001 standard should measure customer satisfaction. At present, such feedback seems to be unsufficient. A customer loyalty orvalue for customer represent advanced values for modern organizations. Unfortunately, these values are underestimated or completely ignored at Czech organizations as only about 30 % of them are interested in some customer loyalty indicators. An article is not only focused on current state analysis of customer loyalty measurement at Czech companies. The main topic is oriented to development and launching a comprehensive approach to customer loyalty measurement. This comprehensive approach includes customer loyalty measurement through future customers intentions, effects of customers loyalty, customer loss and finally, through loyalty index. Some lessons learned related to practical implementation of this approach from Czech companies wil
Czech name
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Czech description
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Classification
Type
J<sub>x</sub> - 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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Result continuities
Project
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Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
MM Science Journal
ISSN
1803-1269
e-ISSN
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Volume of the periodical
8
Issue of the periodical within the volume
October 2015
Country of publishing house
CZ - CZECH REPUBLIC
Number of pages
6
Pages from-to
659 - 664
UT code for WoS article
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EID of the result in the Scopus database
2-s2.0-84941202480