Customer satisfaction focused business strategy: An exploratory study in Serbian economy
Abstract
Conceptually, the objective of a wider analyses in this paper are the key strategic objectives of a company and achieving and understanding the optimum level of customer satisfaction. Theoretically-based model for providing customers' satisfaction in the form of business strategy is harmonized with the following important concepts: quality management, business excellence and relationship marketing. The research (survey) which was carried out in companies and among the experts, on the territory of the Republic of Serbia, indicated justifiability of this model and its structure. Totally 600 organizations (all sizes; all ISO 9001 standard certified) and about 100 experts (from the field of interest) were included in the research the call for participation accepted 84 companies and 37 experts.
Keywords:
relationship marketing / quality management / customer satisfaction / business strategy / business excellenceSource:
Technics Technologies Education Management, 2012, 7, 1, 186-195Collections
Institution/Community
Mašinski fakultetTY - JOUR AU - Ćoćkalo, Dragan AU - Vunjak, Nenad AU - Đorđević, Dejan AU - Besić, Carisa AU - Spasojević Brkić, Vesna PY - 2012 UR - https://machinery.mas.bg.ac.rs/handle/123456789/1603 AB - Conceptually, the objective of a wider analyses in this paper are the key strategic objectives of a company and achieving and understanding the optimum level of customer satisfaction. Theoretically-based model for providing customers' satisfaction in the form of business strategy is harmonized with the following important concepts: quality management, business excellence and relationship marketing. The research (survey) which was carried out in companies and among the experts, on the territory of the Republic of Serbia, indicated justifiability of this model and its structure. Totally 600 organizations (all sizes; all ISO 9001 standard certified) and about 100 experts (from the field of interest) were included in the research the call for participation accepted 84 companies and 37 experts. T2 - Technics Technologies Education Management T1 - Customer satisfaction focused business strategy: An exploratory study in Serbian economy EP - 195 IS - 1 SP - 186 VL - 7 UR - https://hdl.handle.net/21.15107/rcub_machinery_1603 ER -
@article{ author = "Ćoćkalo, Dragan and Vunjak, Nenad and Đorđević, Dejan and Besić, Carisa and Spasojević Brkić, Vesna", year = "2012", abstract = "Conceptually, the objective of a wider analyses in this paper are the key strategic objectives of a company and achieving and understanding the optimum level of customer satisfaction. Theoretically-based model for providing customers' satisfaction in the form of business strategy is harmonized with the following important concepts: quality management, business excellence and relationship marketing. The research (survey) which was carried out in companies and among the experts, on the territory of the Republic of Serbia, indicated justifiability of this model and its structure. Totally 600 organizations (all sizes; all ISO 9001 standard certified) and about 100 experts (from the field of interest) were included in the research the call for participation accepted 84 companies and 37 experts.", journal = "Technics Technologies Education Management", title = "Customer satisfaction focused business strategy: An exploratory study in Serbian economy", pages = "195-186", number = "1", volume = "7", url = "https://hdl.handle.net/21.15107/rcub_machinery_1603" }
Ćoćkalo, D., Vunjak, N., Đorđević, D., Besić, C.,& Spasojević Brkić, V.. (2012). Customer satisfaction focused business strategy: An exploratory study in Serbian economy. in Technics Technologies Education Management, 7(1), 186-195. https://hdl.handle.net/21.15107/rcub_machinery_1603
Ćoćkalo D, Vunjak N, Đorđević D, Besić C, Spasojević Brkić V. Customer satisfaction focused business strategy: An exploratory study in Serbian economy. in Technics Technologies Education Management. 2012;7(1):186-195. https://hdl.handle.net/21.15107/rcub_machinery_1603 .
Ćoćkalo, Dragan, Vunjak, Nenad, Đorđević, Dejan, Besić, Carisa, Spasojević Brkić, Vesna, "Customer satisfaction focused business strategy: An exploratory study in Serbian economy" in Technics Technologies Education Management, 7, no. 1 (2012):186-195, https://hdl.handle.net/21.15107/rcub_machinery_1603 .