8 Quality Management for Assurance Value of the Customer in Industry 4.0 Times
Hana Štverková and Michal Pohludka
8.1 Background of the Study
Two areas that are considered fundamental are customer service quality and customer satisfaction. And these two fundamental areas form the basis of marketing theory and practice (Spreng et al., 1995). In nowadays current dynamic and intensely competitive environment, the key to sustained competitive advantage lies in the provision of high-quality services that will lead to loyal and satisfied customers (Shemwell et al., 1998).
Consumers have a wide variety of products and services offered to choose from, so their purchasing choices logically lead to higher quality products ...
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