Full metadata record
DC pole | Hodnota | Jazyk |
---|---|---|
dc.contributor.author | Sabbagh, Omar | |
dc.contributor.author | Rahman, Mohd Nizam Ab | |
dc.contributor.author | Ismail, Wan Rosmanira | |
dc.contributor.author | Hussain, Wan Mohd Hirwani Wan | |
dc.date.accessioned | 2019-03-26T09:09:30Z | - |
dc.date.available | 2019-03-26T09:09:30Z | - |
dc.date.issued | 2019 | |
dc.identifier.citation | E+M. Ekonomie a Management = Economics and Management. 2019, roč. 22, č. 1, s. 82-98. | cs |
dc.identifier.issn | 2336-5604 (Online) | |
dc.identifier.issn | 1212-3609 (Print) | |
dc.identifier.uri | http://hdl.handle.net/11025/33692 | |
dc.format | 15 s. | cs |
dc.format.mimetype | application/pdf | |
dc.language.iso | en | en |
dc.publisher | Technická univerzita v Liberci | cs |
dc.relation.ispartofseries | E+M. Ekonomie a Management = Economics and Management | cs |
dc.rights | CC BY-NC 4.0 | en |
dc.subject | automobilová zastoupení | cs |
dc.subject | klíčové indikátory výkonu | cs |
dc.subject | poprodejní servis | cs |
dc.subject | částečná metoda nejmenších čtverců | cs |
dc.title | The impact of tqm practices on key performance indicators: empirical evidence from automotive dealerships | en |
dc.type | článek | cs |
dc.type | article | en |
dc.rights.access | openAccess | en |
dc.type.version | publishedVersion | en |
dc.description.abstract-translated | The After-Sales (AS) service is becoming a strategic business driver to maintain longterm customer retention, customer satisfaction and capital revenue in such a manner that it guarantees the continuous improvement of products and services offered to customers; AS market is up to five times larger than the new product market (Bundschuh & Dezvane, 2003), whilst it is widely agreed that the turnover of the original purchase can be tripled during the product lifespan by investing in AS services. Consequently, performance of the after-sales department should be well measured and monitored to achieve a balance between the business and the operational goals on the one hand, and their assessed values on the other (Cavalieri et al., 2007). | en |
dc.subject.translated | automotive dealerships | en |
dc.subject.translated | key performance indicators | en |
dc.subject.translated | after-sales service | en |
dc.subject.translated | partial least squares technique | en |
dc.identifier.doi | https://dx.doi.org/10.15240/tul/001/2019-1-008 | |
dc.type.status | Peer-reviewed | en |
Vyskytuje se v kolekcích: | Číslo 1 (2019) Číslo 1 (2019) |
Soubory připojené k záznamu:
Soubor | Popis | Velikost | Formát | |
---|---|---|---|---|
EM_1_2019_08.pdf | Plný text | 1,41 MB | Adobe PDF | Zobrazit/otevřít |
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http://hdl.handle.net/11025/33692
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