Development of customer loyalty measurement at Czech companies

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Development of customer loyalty measurement at Czech companies

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

Development of customer loyalty measurement at Czech companies

Popis výsledku anglicky

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

Druh

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

CEP obor

JS - Řízení spolehlivosti a kvality, zkušebnictví

OECD FORD obor

—

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název periodika

MM Science Journal

ISSN

1803-1269

e-ISSN

—

Svazek periodika

8

Číslo periodika v rámci svazku

October 2015

Stát vydavatele periodika

CZ - Česká republika

Počet stran výsledku

6

Strana od-do

659 - 664

Kód UT WoS článku

—

EID výsledku v databázi Scopus

2-s2.0-84941202480