Publication result detail

Customer Satisfaction and Perceived Value Measurement

HOFFMANN, P., BARTOŠ, V.

Original Title

Customer Satisfaction and Perceived Value Measurement

English Title

Customer Satisfaction and Perceived Value Measurement

Type

Paper in proceedings (conference paper)

Original Abstract

For precise decision-making, managers at all levels of administration have to know how to evaluate the performance of enterprise. For this evaluation they need a system of balanced indicators and indexes describing the performance – all these requirements are included in the Balanced Scorecard. For the measurement of performance, the Balanced Scorecard is using four basic fields – financial, customer, internal business processes and staff training. Objective of this contribution is to look at the measurement of customer satisfaction and perceived value. This key area is an inseparable part in the process of the performance measurement.

English abstract

For precise decision-making, managers at all levels of administration have to know how to evaluate the performance of enterprise. For this evaluation they need a system of balanced indicators and indexes describing the performance – all these requirements are included in the Balanced Scorecard. For the measurement of performance, the Balanced Scorecard is using four basic fields – financial, customer, internal business processes and staff training. Objective of this contribution is to look at the measurement of customer satisfaction and perceived value. This key area is an inseparable part in the process of the performance measurement.

Key words in English

Customer, Balanced Scorecard, Satisfaction

Authors

HOFFMANN, P., BARTOŠ, V.

Released

01.01.2001

Publisher

Nicholas Copernicus University in Torun

Location

Torun

ISBN

83-231-1327-0

Book

V. International Conference of Doctoral Students

Edition

proceedings

Pages from

143

Pages count

7

BibTex

@inproceedings{BUT4190,
  author="Přemysl {Hoffmann} and Vojtěch {Bartoš}",
  title="Customer Satisfaction and Perceived Value Measurement",
  booktitle="V. International Conference of Doctoral Students",
  year="2001",
  series="proceedings",
  pages="7",
  publisher="Nicholas Copernicus University in Torun",
  address="Torun",
  isbn="83-231-1327-0"
}