A CAUSAL MODEL FOR CUSTOMER RESULT IN AN EFQM EXCELLENCE MODEL

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

REZAIE K.; SHEKARI A.

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Year:2006 | Volume:40 | Issue:4 (98) Page(s): 523-537

Download Full-Text

Persian Verion

View:

1,404

Download:

Cites:

Information Journal Paper

Title

A CAUSAL MODEL FOR CUSTOMER RESULT IN AN EFQM EXCELLENCE MODEL

Author(s)

REZAIE K. | SHEKARI A. | Issue Writer Certificate

Keywords

Not Registered.

Abstract

More and more companies use organizational self-assessment to identify and improve their competitive positions in order to cope with an ever-changing environment. The use of the EFQM Excellence Model as a framework for organizational self-assessment has spread too many companies. Nowadays, one of the main objectives for each unit in an organization, its survival, present competitions, and in this global village is to increase the customer satisfaction. Thus, this issue has its effect on every organizational competition. The aim of this paper is to explore the causal structure of the Customer Result criteria in the EFQM Excellence Model. First, a framework for the relationship between the above criteria is developed based on theoretical arguments of criteria and sub criteria in the above model. Then in customer satisfaction, three famous models consisting of European Customer Satisfaction Index (ECSI), American Customer Satisfaction Index (ACSI), and Kristensen & Martensen’s Customer Satisfaction Model are also developed. These three models demonstrate same causal model for the Customer Result criteria in the EFQM Excellence Model. These models are included and discussed about this subject. By considering the above models, four criteria consisting of the Processes (the 5th one), the Society Results (the 8th one), the People Results (the 7th one), and the Partnerships & Resources (the 4th one) affect on the Customer Results criteria (the 6th one). This criterion affects on the Key Performance Results criteria (the 9th one).

Cites

References

No record.

Cite

APA: Copy

REZAIE, K., & SHEKARI, A.. (2006). A CAUSAL MODEL FOR CUSTOMER RESULT IN AN EFQM EXCELLENCE MODEL. JOURNAL OF FACULTY OF ENGINEERING (UNIVERSITY OF TEHRAN), 40(4 (98)), 523-537. SID. https://sid.ir/paper/14248/en

Vancouver: Copy

REZAIE K., SHEKARI A.. A CAUSAL MODEL FOR CUSTOMER RESULT IN AN EFQM EXCELLENCE MODEL. JOURNAL OF FACULTY OF ENGINEERING (UNIVERSITY OF TEHRAN)[Internet]. 2006;40(4 (98)):523-537. Available from: https://sid.ir/paper/14248/en

IEEE: Copy

K. REZAIE, and A. SHEKARI, “A CAUSAL MODEL FOR CUSTOMER RESULT IN AN EFQM EXCELLENCE MODEL,” JOURNAL OF FACULTY OF ENGINEERING (UNIVERSITY OF TEHRAN), vol. 40, no. 4 (98), pp. 523–537, 2006, [Online]. Available: https://sid.ir/paper/14248/en

Related Journal Papers