Net promoter score integration into the enterprise performance measurement and management system – a way to performance methods development

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dc.contributor.authorFaltejsková, Olga
dc.contributor.authorDvořáková, Lilia
dc.contributor.authorHotovcová, Barbora
dc.contributor.otherEkonomická fakultacs
dc.date.accessioned2016-03-09
dc.date.available2016-03-09
dc.date.defense2016-03-09
dc.date.issued2016-03-09
dc.description.abstractIn the current global environment the enterprise performance can be defined the best as the success on the market, the ability to succeed in the competition and to find the possibility for further growth in the constantly changing, unstable environment. In the view of these conditions performance has to be seen as a multicriterial quantity. The takings growth becomes its significant factor conditioned by the satisfaction of the customer who is bound to the product and the producer in the long-term. It creates the customer’s loyalty as the basis of the enterprise prosperity. In the customer-oriented market conditions marketing is becoming an important part of management in the new holistic concept. The approximation of marketing principles with the enterprise financial management brings new possibilities in enterprise performance measurement. The customer satisfaction measurement and its integration into the performance-oriented systems of business management currently gets among the main points of interest. The paper presents the research results in the area of Net Promoter Score (NPS) integration into the enterprise performance measurement and management with the target to develop performance measurement and management methods in the paradigm of the 21st century. Critical analysis and customer satisfaction and loyalty measurement and management evaluation was performed based on the immediate customer experience principles in the context of modern methods 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 brewing industry area and on the beer market 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.en
dc.formattext
dc.format.extent93-107 s.cs
dc.identifier.doi10.15240/tul/001/2016-1-007
dc.identifier.eissn2336-5604
dc.identifier.issn12123609
dc.identifier.urihttps://dspace.tul.cz/handle/15240/13608
dc.language.isoen
dc.publisherTechnická Univerzita v Libercics
dc.publisherTechnical university of Liberec, Czech Republicen
dc.publisher.abbreviationTUL
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dc.relation.ispartofEkonomie a Managementcs
dc.relation.ispartofEconomics and Managementen
dc.relation.isrefereedtrue
dc.rightsCC BY-NC
dc.subjectjob satisfactionen
dc.subjectpayen
dc.subjectfringe benefitsen
dc.subjecthuman resourcesen
dc.subject.classificationM21
dc.subject.classificationM31
dc.titleNet promoter score integration into the enterprise performance measurement and management system – a way to performance methods developmenten
dc.typeArticleen
local.accessopen
local.citation.epage107
local.citation.spage93
local.facultyFaculty of Economics
local.fulltextyes
local.relation.abbreviationE&Men
local.relation.abbreviationE+Mcs
local.relation.issue1
local.relation.volume19
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