Title:	Analýza spokojenosti zákazníka v kontextu zpětných toků a výkonnosti podniku
Other Titles:	Analysis of customer satisfaction in the context of backflows and performance
Authors:	Klapalová, Alena Suchánek, Petr
Citation:	Trendy v podnikání = Business trends : vědecký časopis Fakulty ekonomické ZČU v Plzni. 2018, roč. 8, č. 3, s. 55-62.
Issue Date:	2018
Publisher:	Západočeská univerzita v Plzni
Document type:	článek article
URI:	http://hdl.handle.net/11025/31042 https://drive.google.com/drive/folders/1EdIrV9uxzuGcivA4HJaZ-5IngUly08nn
ISSN:	1805-0603
Keywords:	spokojenost zákazníků;interní procesy;výkon podniku;kvalita produktu;zpětný tok informací;zpětná vazba od členů dodavatelského řetězce
Keywords in different language:	customer satisfaction;internal processes;business performance;product quality;reverse flow of information;feedback from supply chain members
Abstract in different language:	The paper presents the results of empirical research focused on customer satisfaction, processes and practices leading to customer satisfaction and approaches that companies use to minimize reverse flows, especially in the form of product returns. The aim of this paper is to find out the differences in the use of the practices and processes focused on backflows under examination in financially performing and financially non-performing companies. Findings show that especially the level of customer satisfaction, intensive cooperation with customers with the aim to gain knowledge about their needs and wants and intensive information sharing with the distributors about customer satisfaction as well as the intensive effort for high quality and continuous improvement not only of products but also of the relevant production, distribution and other processes represent the main differentiator between the two groups of companies.
Rights:	© Západočeská univerzita v Plzni
Appears in Collections:	Číslo 3 (2018) Číslo 3 (2018)

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