Publication details
Spokojenost zákazníků a její měření
| Title in English | Customer satisfaction and its measurement |
|---|---|
| Authors | |
| Year of publication | 2009 |
| Type | Chapter of a book |
| MU Faculty or unit | |
| Citation | |
| Description | 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. |
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