Quality Management in the Context of Objective and Subjective
Business Performance

D 2020

Quality Management in the Context of Objective and Subjective Business Performance

SUCHÁNEK, Petr, Alena KLAPALOVÁ a Radoslav ŠKAPA

Základní údaje

Originální název

Quality Management in the Context of Objective and Subjective Business Performance

Autoři

SUCHÁNEK, Petr, Alena KLAPALOVÁ a Radoslav ŠKAPA

Vydání

1. vyd. Plzeň, 7 s. 2020

Nakladatel

ZČU Plzeň

Další údaje

Jazyk

angličtina

Typ výsledku

Stať ve sborníku

Obor

50204 Business and management

Stát vydavatele

Česká republika

Utajení

není předmětem státního či obchodního tajemství

Forma vydání

tištěná verze "print"

Odkazy

URL

Organizační jednotka

Ekonomicko-správní fakulta

ISBN

978-80-261-0971-6

Klíčová slova anglicky

objective business performance; subjective business performance; quality management; customer satisfaction

Příznaky

Mezinárodní význam, Recenzováno

Změněno: 21. 1. 2021 17:38, doc. Ing. Bc. Petr Suchánek, Ph.D.

Anotace

V originále

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.

Návaznosti

GA16-16260S, projekt VaV

Název: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Investor: Grantová agentura ČR, Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Citovat

SUCHÁNEK, Petr, Alena KLAPALOVÁ a Radoslav ŠKAPA. 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.

@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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