About: Customer Loyalty Measurement at Czech Organizations

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An Entity of Type : http://linked.opendata.cz/ontology/domain/vavai/Vysledek, within Data Space : linked.opendata.cz associated with source document(s)

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rdf:type	skos:Concept http://linked.opendata.cz/ontology/domain/vavai/Vysledek
Description	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. 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. (en)
Title	Customer Loyalty Measurement at Czech Organizations Customer Loyalty Measurement at Czech Organizations (en)
skos:prefLabel	Customer Loyalty Measurement at Czech Organizations Customer Loyalty Measurement at Czech Organizations (en)
skos:notation	RIV/61989100:27360/13:86088074!RIV14-MSM-27360___
http://linked.open...avai/riv/aktivita	S
http://linked.open...avai/riv/aktivity	S
http://linked.open...iv/cisloPeriodika	1
http://linked.open...vai/riv/dodaniDat	2014
http://linked.open...aciTvurceVysledku	Vykydal, David Nenadál, Jaroslav Halfarová, Petra
http://linked.open.../riv/druhVysledku	J - Článek v odborném periodiku
http://linked.open...iv/duvernostUdaju	S - Úplné a pravdivé údaje nepodléhající ochraně podle zvláštních právních předpisů
http://linked.open...titaPredkladatele	Vysoká škola báňská - Technická univerzita Ostrava / Fakulta metalurgie a materiálového inženýrství
http://linked.open...dnocenehoVysledku	67578
http://linked.open...ai/riv/idVysledku	RIV/61989100:27360/13:86088074
http://linked.open...riv/jazykVysledku	eng - angličtina
http://linked.open.../riv/klicovaSlova	loyalty factors; customer loyalty measurement; customer loyalty; risk analysis; principles of quality management; quality management (en)
http://linked.open.../riv/klicoveSlovo	customer loyalty measurement loyalty factors principles of quality management customer loyalty risk analysis quality management
http://linked.open...odStatuVydavatele	SK - Slovenská republika
http://linked.open...ontrolniKodProRIV	[1AE87A5C39CC]
http://linked.open...i/riv/nazevZdroje	Kvalita Inovácia Prosperita
http://linked.open...in/vavai/riv/obor	JS
http://linked.open...ichTvurcuVysledku	3 (xsd:int)
http://linked.open...cetTvurcuVysledku	3 (xsd:int)
http://linked.open...UplatneniVysledku	2013
http://linked.open...v/svazekPeriodika	17
http://linked.open...iv/tvurceVysledku	Halfarová, Petra Nenadál, Jaroslav Vykydal, David
issn	1335-1745
number of pages	11 (xsd:int)
http://bibframe.org/vocab/doi	10.12776/qip.v17i1.66
http://localhost/t...ganizacniJednotka	27360

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