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dc.contributor.authorSabbagh, Omar
dc.contributor.authorRahman, Mohd Nizam Ab
dc.contributor.authorIsmail, Wan Rosmanira
dc.contributor.authorHussain, Wan Mohd Hirwani Wan
dc.date.accessioned2019-03-26T09:09:30Z-
dc.date.available2019-03-26T09:09:30Z-
dc.date.issued2019
dc.identifier.citationE+M. Ekonomie a Management = Economics and Management. 2019, roč. 22, č. 1, s. 82-98.cs
dc.identifier.issn2336-5604 (Online)
dc.identifier.issn1212-3609 (Print)
dc.identifier.urihttp://hdl.handle.net/11025/33692
dc.format15 s.
dc.format.mimetypeapplication/pdf
dc.language.isoenen
dc.publisherTechnická univerzita v Libercics
dc.relation.ispartofseriesE+M. Ekonomie a Management = Economics and Managementcs
dc.rightsCC BY-NC 4.0en
dc.subjectautomobilová zastoupenícs
dc.subjectklíčové indikátory výkonucs
dc.subjectpoprodejní serviscs
dc.subjectčástečná metoda nejmenších čtvercůcs
dc.titleThe impact of tqm practices on key performance indicators: empirical evidence from automotive dealershipsen
dc.typečlánekcs
dc.typearticleen
dc.rights.accessopenAccessen
dc.type.versionpublishedVersionen
dc.description.abstract-translatedThe After-Sales (AS) service is becoming a strategic business driver to maintain longterm customer retention, customer satisfaction and capital revenue in such a manner that it guarantees the continuous improvement of products and services offered to customers; AS market is up to five times larger than the new product market (Bundschuh & Dezvane, 2003), whilst it is widely agreed that the turnover of the original purchase can be tripled during the product lifespan by investing in AS services. Consequently, performance of the after-sales department should be well measured and monitored to achieve a balance between the business and the operational goals on the one hand, and their assessed values on the other (Cavalieri et al., 2007).en
dc.subject.translatedautomotive dealershipsen
dc.subject.translatedkey performance indicatorsen
dc.subject.translatedafter-sales serviceen
dc.subject.translatedpartial least squares techniqueen
dc.identifier.doihttps://dx.doi.org/10.15240/tul/001/2019-1-008
dc.type.statusPeer-revieweden
Appears in Collections:Číslo 1 (2019)
Číslo 1 (2019)

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