Publication details

Výkonnost podniku v kontextu spokojenosti zákazníka, zpětných toků, kvality, inovací a znalostí

Title in English Business performance in the context of customer satisfaction, backflows, quality, innovations and knowledges
Authors

KLAPALOVÁ Alena SUCHÁNEK Petr ŠKAPA Radoslav

Year of publication 2020
Type Monograph
MU Faculty or unit

Faculty of Economics and Administration

Citation
Description The monography presents the outcomes of research focusing on customer satisfaction and its connection with company performance, quality (product and company's management), innovation and knowledge. The main goal was to analyze the interrelationships of the above factors, including their systematization based on empirical findings in companies across industries in the Czech Republic. A partial analysis of these factors can be found in the literature, while a more holistic approach is still missing. It is because the topic is very complex and extensive, involving feedbacks among these areas. By default, the relationship between customer satisfaction and product quality is examined, or the relationship between customer satisfaction and company performance; however, there is virtually no research that deals with more comprehensive analysis. The problem is that these factors are interrelated, and understanding their relationships is essential to effective business management and performance. The publication captures a theoretical analysis of these relationships and discusses it with the analytical results of primary data from Czech companies. The purpose here is to clarify to what extent the connections and relationships assumed in the literature have or do not have a reflection in the Czech environment and further how and how much they influence the subjective and objective performance of companies.
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