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@inproceedings{1731659,
author = {Suchánek, Petr and Klapalová, Alena and Škapa, Radoslav},
address = {Plzeň},
edition = {1.},
keywords = {objective business performance; subjective business performance; quality management; customer satisfaction},
howpublished = {tištěná verze "print"},
language = {eng},
location = {Plzeň},
isbn = {978-80-261-0971-6},
publisher = {ZČU Plzeň},
title = {Quality Management in the Context of Objective and Subjective Business Performance},
url = {https://drive.google.com/drive/folders/1eXLzk-jqxEUmz0_V07qoIblN65cq4SpW},
year = {2020}
}
TY - JOUR
ID - 1731659
AU - Suchánek, Petr - Klapalová, Alena - Škapa, Radoslav
PY - 2020
TI - Quality Management in the Context of Objective and Subjective Business Performance
PB - ZČU Plzeň
CY - Plzeň
SN - 9788026109716
KW - objective business performance
KW - subjective business performance
KW - quality management
KW - customer satisfaction
UR - https://drive.google.com/drive/folders/1eXLzk-jqxEUmz0_V07qoIblN65cq4SpW
N2 - This paper addresses quality management with a focus on consumer satisfaction measurement in the context of objective and subjective business performance across industrial sectors. The goal of this paper is to identify and analyse differences in quality management between higher and lower performing businesses. The research was conducted quantitatively using a questionnaire and closed scale questions throughout the year 2018. Respondents were managers of the investigated businesses, who (subjectively) evaluated the performance of their own business. Performance was also assessed objectively based on publicly available accounting data, using standard financial indicators. It was found that there are differences in quality management and customer satisfaction measurement between higher and lower performing businesses. It was also found that there are differences between subjective andobjective performance evaluation, leading to the conclusion that these evaluations are not equivalent.
ER -
SUCHÁNEK, Petr, Alena KLAPALOVÁ a Radoslav ŠKAPA. \textit{Quality Management in the Context of Objective and Subjective Business Performance}. 1. vyd. Plzeň: ZČU Plzeň, 2020, 7 s. ISBN~978-80-261-0971-6.
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