"Spokojenost z\u00E1kazn\u00EDk\u016F a jej\u00ED m\u011B\u0159en\u00ED" . . "RIV/00216224:14560/09:00029824!RIV10-GA0-14560___" . "342997" . "1"^^ . . . . "1"^^ . "Luk\u00E1\u0161ov\u00E1, R\u016F\u017Eena" . "public services; measuring of customer satisfaction"@en . "Masarykova univerzita, Ekonomicko.spr\u00E1vn\u00ED fakulta" . "118"^^ . . "Brno" . "Spokojenost z\u00E1kazn\u00EDk\u016F a jej\u00ED m\u011B\u0159en\u00ED" . . . "Luk\u00E1\u0161ov\u00E1, R. a kol. M\u011B\u0159en\u00ED spokojenosti ob\u010Dan\u016F s ve\u0159ejn\u00FDmi slu\u017Ebami jako sou\u010D\u00E1st \u0159\u00EDzen\u00ED kvality v organizac\u00EDch ve\u0159ejn\u00E9ho sektoru" . "14560" . "Spokojenost z\u00E1kazn\u00EDk\u016F a jej\u00ED m\u011B\u0159en\u00ED"@cs . "Spokojenost z\u00E1kazn\u00EDk\u016F a jej\u00ED m\u011B\u0159en\u00ED"@cs . . . . . "RIV/00216224:14560/09:00029824" . "Customer satisfaction and its measurement"@en . "978-80-210-5112-6" . "The first part of the chapter defines the term customer satisfaction, clarifies the disconfirmation model of satisfaction and characterizes the role of expectation in relation to satisfaction. The second part describes basic conceptions of customer satisfaction measurement and presents the possible ways of using the customer satisfaction measurement results for the purposes of quality management in organizations."@en . "V prvn\u00ED \u010D\u00E1sti kapitoly je vymezen pojem spokojenost z\u00E1kazn\u00EDka, objasn\u011Bn diskonfirma\u010Dn\u00ED model spokojenosti a charakterizov\u00E1na role o\u010Dek\u00E1v\u00E1n\u00ED ve vztahu ke spokojenosti. Druh\u00E1 \u010D\u00E1st kapitoly objas\u0148uje z\u00E1kladn\u00ED koncepce m\u011B\u0159en\u00ED spokojenosti z\u00E1kazn\u00EDk\u016F a mo\u017Enosti vyu\u017Eit\u00ED v\u00FDsledk\u016F m\u011B\u0159en\u00ED spokojenosti z\u00E1kazn\u00EDk\u016F v r\u00E1mci \u0159\u00EDzen\u00ED kvality v organizaci." . "[4B646FAB471C]" . . "Customer satisfaction and its measurement"@en . "P(GA402/07/1486)" . "sv. 1" . . "V prvn\u00ED \u010D\u00E1sti kapitoly je vymezen pojem spokojenost z\u00E1kazn\u00EDka, objasn\u011Bn diskonfirma\u010Dn\u00ED model spokojenosti a charakterizov\u00E1na role o\u010Dek\u00E1v\u00E1n\u00ED ve vztahu ke spokojenosti. Druh\u00E1 \u010D\u00E1st kapitoly objas\u0148uje z\u00E1kladn\u00ED koncepce m\u011B\u0159en\u00ED spokojenosti z\u00E1kazn\u00EDk\u016F a mo\u017Enosti vyu\u017Eit\u00ED v\u00FDsledk\u016F m\u011B\u0159en\u00ED spokojenosti z\u00E1kazn\u00EDk\u016F v r\u00E1mci \u0159\u00EDzen\u00ED kvality v organizaci."@cs . . "25"^^ .