Detail publikace

Customer Satisfaction and Perceived Value Measurement

HOFFMANN, P., BARTOŠ, V.

Originální název

Customer Satisfaction and Perceived Value Measurement

Typ

článek ve sborníku ve WoS nebo Scopus

Jazyk

angličtina

Originální abstrakt

For precise decision-making, managers at all levels of administration have to know how to evaluate the performance of enterprise. For this evaluation they need a system of balanced indicators and indexes describing the performance – all these requirements are included in the Balanced Scorecard. For the measurement of performance, the Balanced Scorecard is using four basic fields – financial, customer, internal business processes and staff training. Objective of this contribution is to look at the measurement of customer satisfaction and perceived value. This key area is an inseparable part in the process of the performance measurement.

Klíčová slova v angličtině

Customer, Balanced Scorecard, Satisfaction

Autoři

HOFFMANN, P., BARTOŠ, V.

Rok RIV

2001

Vydáno

1. 1. 2001

Nakladatel

Nicholas Copernicus University in Torun

Místo

Torun

ISBN

83-231-1327-0

Kniha

V. International Conference of Doctoral Students

Edice

proceedings

Strany od

143

Strany do

149

Strany počet

7

BibTex

@inproceedings{BUT4190,
  author="Přemysl {Hoffmann} and Vojtěch {Bartoš}",
  title="Customer Satisfaction and Perceived Value Measurement",
  booktitle="V. International Conference of Doctoral Students",
  year="2001",
  series="proceedings",
  pages="7",
  publisher="Nicholas Copernicus University in Torun",
  address="Torun",
  isbn="83-231-1327-0"
}