Development of Corporate Performance Management in the Context of Customer Satisfaction Measurement

被引：2
作者：
Dvorakova, Lilia [1 ]
Faltejskova, Olga [2 ]
机构：
[1] Univ West Bohemia, Fak Econ, Finance & Accounting Dept, Plzen 30614, Czech Republic
[2] Jan Evangelista Purkyne Univ Usti Nad Labem, Fac Social & Econ Studies, Finance & Accounting Dept, Usti Nad Labem 40096, Czech Republic
来源：
3RD INTERNATIONAL CONFERENCE ON NEW CHALLENGES IN MANAGEMENT AND BUSINESS: ORGANIZATION AND LEADERSHIP | 2016年 / 230卷
关键词：
Customer satisfaction; Economy value added (EVA); Net Promoter Score (NPS); Performance;
D O I：
10.1016/j.sbspro.2016.09.042
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The paper presents the research results in the area of Net Promoter Score integration into the corporate performance measurement and management in the paradigm of the 21st century. Critical analysis and customer satisfaction and loyalty measurement was performed in the modern methods context of enterprise performance measurement and management. The results of the performed empiric research proved and demonstrated the expediency of NPS use for customers' satisfaction measurement in the automotive industry area in the Czech Republic, including the confirmation of suitability and significance of NPS integration into the financial performance measurement system based on the economic value added method. (C) 2016 The Authors. Published by Elsevier Ltd.
引用
收藏
页码：335 / 342
页数：8
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