Complex Customer Loyalty Measurement at Closed-Loop Quality management in B2B Area - An Czech Example

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27360%2F21%3A10243670" target="_blank" >RIV/61989100:27360/21:10243670 - isvavai.cz</a>

Result on the web

<a href="https://www.researchgate.net/publication/349944291_Complex_Customer_Loyalty_Measurement_at_Closed-Loop_Quality_Management_in_B2B_Area-Czech_Example" target="_blank" >https://www.researchgate.net/publication/349944291_Complex_Customer_Loyalty_Measurement_at_Closed-Loop_Quality_Management_in_B2B_Area-Czech_Example</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.3390/su13052957" target="_blank" >10.3390/su13052957</a>

Result language

angličtina

Original language name

Complex Customer Loyalty Measurement at Closed-Loop Quality management in B2B Area - An Czech Example

Original language description

The paper aims to present the proposal of complex customer loyalty measurement as an important part of external feedback loop. Such proposal is an original contribution to development of closed - loop quality management systems which are created for Quality 4.0 environment. After necessary literature review aimed to two areas of interest (closed - loop quality management systems and customer loyalty measurement) the term complex customer loyalty is launched and twelve basic steps of its measurement are briefly explained, including set of loyalty indicators - all with regard to specific characteristics of business to business context. A key finding from special research, focused on discovering how complex customer loyalty measurement within B2B area is practically developed and used by Czech industrial organizations is also included to this paper. Topic of this paper goes beyond traditional understanding and structure of quality management systems based on ISO 9001:2015 standard requirements and could be seen as contribution to discussions about future of quality management at digital era.

Czech name

—

Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

—

OECD FORD branch

50204 - Business and management

Project

<a href="/en/project/EF17_049%2F0008425" target="_blank" >EF17_049/0008425: A Research Platform focused on Industry 4.0 and Robotics in Ostrava Agglomeration</a><br>

Continuities

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)<br>S - Specificky vyzkum na vysokych skolach

Publication year

2021

Confidentiality

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

Name of the periodical

Sustainability

ISSN

2071-1050

e-ISSN

—

Volume of the periodical

13

Issue of the periodical within the volume

5

Country of publishing house

CH - SWITZERLAND

Number of pages

20

Pages from-to

1-20

UT code for WoS article

000628671000001

EID of the result in the Scopus database

2-s2.0-85102858413