Detail publikace

Customer Satisfaction and Perceived Value Measurement

Originální název

Customer Satisfaction and Perceived Value Measurement

Anglický název

Customer Satisfaction and Perceived Value Measurement

Jazyk

en

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.

Anglický 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.

BibTex


@inproceedings{BUT4190,
  author="Přemysl {Hoffmann} and Vojtěch {Bartoš}",
  title="Customer Satisfaction and Perceived Value Measurement",
  annote="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.",
  address="Nicholas Copernicus University in Torun",
  booktitle="V. International Conference of Doctoral Students",
  chapter="4190",
  edition="proceedings",
  institution="Nicholas Copernicus University in Torun",
  year="2001",
  month="january",
  pages="143",
  publisher="Nicholas Copernicus University in Torun",
  type="conference paper"
}