2014
Revisiting the Satisfaction-Profit Chain: The Case of Food Industry
POKORA, JindřichZákladní údaje
Originální název
Revisiting the Satisfaction-Profit Chain: The Case of Food Industry
Autoři
POKORA, Jindřich (203 Česká republika, garant, domácí)
Vydání
Sofia, Bulgaria, SGEM Conference on Political Sciences, Law, Finance, Economics and Tourism - Conference Proceedings Volume III - Economics and Tourism, od s. 503-510, 8 s. 2014
Nakladatel
SGEM International Multidisciplinary Scientific Conferences on Social Sciences and Arts
Další údaje
Jazyk
angličtina
Typ výsledku
Stať ve sborníku
Obor
50600 5.6 Political science
Stát vydavatele
Bulharsko
Utajení
není předmětem státního či obchodního tajemství
Forma vydání
tištěná verze "print"
Kód RIV
RIV/00216224:14560/14:00076433
Organizační jednotka
Ekonomicko-správní fakulta
ISBN
978-619-7105-27-8
ISSN
Klíčová slova anglicky
satisfaction-profit chain; customer satisfaction; customer retention; profitability; food industry
Příznaky
Mezinárodní význam, Recenzováno
Změněno: 13. 9. 2014 12:58, Ing. Jindřich Pokora
Anotace
V originále
Increase in food quality leading to higher customer satisfaction is not a straightforward objective of the firm whenever an increase in quality is related to an increase in costs. The purpose of this paper is to determine whether providing high quality food products generally yields higher profit for the firm than pursuing the opposite, when university students are the consumers. This paper approaches the relationship between customer satisfaction and firm profitability from the perspective of the satisfaction-profit chain, which here consists of the following measures: quality and value perceived by customers, customer satisfaction, word of mouth, intent to repurchase, and firm profitability. The research focuses on one-year financial data of 80 food-manufacturing firms in the Czech Republic together with 60 to 160 customer responses to products of each firm. Findings based on correlation analysis, where the Pearson product-moment correlation coefficient and the distance correlation are calculated, show a positive relationship between perceived product quality, customer satisfaction, word of mouth, and intent to repurchase. The regression method of ordinary least squares shows intent to repurchase positively linked to firm profitability measured by return on assets considering liquidity and size of the firm as control variables. The method of ordinary least squares further implies that smaller firms tend to be more profitable, when the size is measured by the volume of assets.
Návaznosti
MUNI/A/0799/2013, interní kód MU |
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