Customer Loyalty Measurement at Czech Organizations

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Customer Loyalty Measurement at Czech Organizations

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Customer Loyalty Measurement at Czech Organizations

Popis výsledku anglicky

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.

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

JS - Řízení spolehlivosti a kvality, zkušebnictví

OECD FORD obor

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Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2013

Kód důvěrnosti údajů

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

Název periodika

Kvalita Inovácia Prosperita

ISSN

1335-1745

e-ISSN

—

Svazek periodika

17

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

SK - Slovenská republika

Počet stran výsledku

11

Strana od-do

28-38

Kód UT WoS článku

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EID výsledku v databázi Scopus

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