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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

<a href="/cs/project/EF17_049%2F0008425" target="_blank" >EF17_049/0008425: Platforma pro výzkum orientovaný na Průmysl 4.0 a robotiku v ostravské aglomeraci</a><br>

Návaznosti

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

Rok uplatnění

2021

Kód důvěrnosti údajů

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

Název periodika

Sustainability

ISSN

2071-1050

e-ISSN

—

Svazek periodika

13

Číslo periodika v rámci svazku

5

Stát vydavatele periodika

CH - Švýcarská konfederace

Počet stran výsledku

20

Strana od-do

1-20

Kód UT WoS článku

000628671000001

EID výsledku v databázi Scopus

2-s2.0-85102858413