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Statements

Subject Item
n2:RIV%2F61989100%3A27360%2F13%3A86088074%21RIV14-MSM-27360___
rdf:type
n5:Vysledek skos:Concept
dcterms: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.
dcterms:title
Customer Loyalty Measurement at Czech Organizations Customer Loyalty Measurement at Czech Organizations
skos:prefLabel
Customer Loyalty Measurement at Czech Organizations Customer Loyalty Measurement at Czech Organizations
skos:notation
RIV/61989100:27360/13:86088074!RIV14-MSM-27360___
n5:predkladatel
n18:orjk%3A27360
n3:aktivita
n19:S
n3:aktivity
S
n3:cisloPeriodika
1
n3:dodaniDat
n8:2014
n3:domaciTvurceVysledku
n7:4236270 n7:8721696 n7:9045279
n3:druhVysledku
n15:J
n3:duvernostUdaju
n14:S
n3:entitaPredkladatele
n16:predkladatel
n3:idSjednocenehoVysledku
67578
n3:idVysledku
RIV/61989100:27360/13:86088074
n3:jazykVysledku
n12:eng
n3:klicovaSlova
loyalty factors; customer loyalty measurement; customer loyalty; risk analysis; principles of quality management; quality management
n3:klicoveSlovo
n4:quality%20management n4:loyalty%20factors n4:customer%20loyalty n4:principles%20of%20quality%20management n4:customer%20loyalty%20measurement n4:risk%20analysis
n3:kodStatuVydavatele
SK - Slovenská republika
n3:kontrolniKodProRIV
[1AE87A5C39CC]
n3:nazevZdroje
Kvalita Inovácia Prosperita
n3:obor
n9:JS
n3:pocetDomacichTvurcuVysledku
3
n3:pocetTvurcuVysledku
3
n3:rokUplatneniVysledku
n8:2013
n3:svazekPeriodika
17
n3:tvurceVysledku
Nenadál, Jaroslav Vykydal, David Halfarová, Petra
s:issn
1335-1745
s:numberOfPages
11
n11:doi
10.12776/qip.v17i1.66
n17:organizacniJednotka
27360