20.500.12556/DKUM-69099 Customer satisfaction and acceptance of relationship marketing concept an exploratory study in QM certified Serbian companies Zadovoljstvo kupcev in sprejemanje upravljanja odnosov s strankami v marketingu preliminarna študija v srbskih podjetjih s certifikatom kakovosti Satisfying customers and other groups of interest is the key output of relationship marketing. This paper presents the parts of the research that had been carried out by the first quarter of 2008 which included 84 quality management (QM) certified companies and 37 experts from Republic of Serbia. The goals of the research, related to this article, were: firstly, to explain customer satisfaction from the standpoint of relationship marketing concept; secondly, to show that relationship marketing concept is/can be accepted and implemented in QM certified Serbian companies - in order to integrate customer satisfaction and realionship marketing in QM concept. Zadovoljstvo kupcev in drugih interesnih skupin je ključni dosežek oz. rezultat marketinga odnosov upravljanja z odnosi v marketingu. V članku je predstavljen del ugotovitev raziskave, ki je bila izvedena v prvem četrtletju leta 2008 in je vključevala 84 podjetij, ki so že pridobila certifikat kakovosti, in 37 strokovnjakov iz Republike Srbije. Cilji raziskave so (1) pojasniti zadovoljstvo kupcev z vidika upravljanja odnosov v marketingu in (2) prikazati, da je koncept upravljanja s kupci v marketingu mogoče uvesti v srbskih podjetjih, ki imajo certifikat kakovosti, in integrirati zadovoljstvo kupcev in upravljanje z odnosi v the process of customer satisfaction QM RM Serbia Srbija podjetja management marketing kvaliteta poslovna odličnost zagotavljanje kvalitete tržni odnosi kupci zadovoljstvo true true true Angleški jezik Slovenski jezik Znanstveno delo 2017-11-29 10:02:56 2017-11-29 10:04:06 2022-08-01 16:53:29 2019-07-11 17:20:54 2011 0 0 str. 32-45 št. 2 Letn. 44 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1318-5454 005.6(497.11):339.138 610909 259173120 10.2478/v10051-011-0004-y 1318-5454 URN:SI:UM:DK:NEPDCTIX Organizacija_2011_Cockalo,_Dordevic,_Sajfert_Customer_Satisfaction_and_Acceptance_of_Relationship_Marketing_Concept_An_Exploratory_Study.pdf Organizacija_2011_Cockalo,_Dordevic,_Sajfert_Customer_Satisfaction_and_Acceptance_of_Relationship_Marketing_Concept_An_Exploratory_Study.pdf 1 D57333FA14D21527684F186138A7A521 4776b8291bcbe25d676a1918a2b2e295b40e54d04c5c56516c318b8dad333632 870bd713-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/e25cffa5-b011-433d-aca6-f880a0a0502c https://dk.um.si/Dokument.php?lang=slv&id=120603 http://www.degruyter.com/view/j/orga.2011.44.issue-2/v10051-011-0004-y/v10051-011-0004-y.xml 1 https://dk.um.si/Dokument.php?lang=slv&id=120604 Fakulteta za organizacijske vede Organizacija 0 0 0