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National Repository of Grey Literature

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Modelování zákaznické spokojenosti a loajality Venzl, Martin ; Uhrová, Inka (advisor) ; Nováček, Jan (referee) ; Koudelka, Jan (referee) Tato práce má za cíl identifikovat klíčové determinanty zákaznické spokojenosti a loajality na trhu mobilních telekomunikací a navrhnout integrovaný systém pro měření, modelování a počítačové simulování procesu tvorby zákaznické spokojenosti. Koncepčním rámcem této práce a zvoleného přístupu je systémová dynamika a systémové myšlení, které umožňuje plně využít znalostí procesu tvorby spokojenosti a loajality a skrz dynamiku vazeb a zpětnovazebních smyček přiblížit model reálnému prostředí trhu. Jednotlivé vazby dynamického modelu jsou statisticky testované a potvrzené na skutečných datech mobilního operátora T-Mobile. Detailed record

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