| Title: | Customer satisfaction and acceptance of relationship marketing concept : an exploratory study in QM certified Serbian companies |
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| Authors: | ID Ćoćkalo, Dragan (Author)
ID Đorđević, Dejan (Author)
ID Sajfert, Zvonko (Author) |
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| Files: |  Organizacija_2011_Cockalo,_Dordevic,_Sajfert_Customer_Satisfaction_and_Acceptance_of_Relationship_Marketing_Concept_An_Exploratory_Study.pdf (615,36 KB)
MD5: D57333FA14D21527684F186138A7A521
PID: 20.500.12556/dkum/e25cffa5-b011-433d-aca6-f880a0a0502c
 http://www.degruyter.com/view/j/orga.2011.44.issue-2/v10051-011-0004-y/v10051-011-0004-y.xml
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| Language: | English |
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| Work type: | Scientific work |
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| Typology: | 1.01 - Original Scientific Article |
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| Organization: | FOV - Faculty of Organizational Sciences in Kranj
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| Abstract: | 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. |
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| Keywords: | the process of customer satisfaction, QM, RM, Serbia |
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| Publication status: | Published |
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| Publication version: | Version of Record |
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| Year of publishing: | 2011 |
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| Number of pages: | str. 32-45 |
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| Numbering: | Letn. 44, št. 2 |
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| PID: | 20.500.12556/DKUM-69099  |
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| ISSN: | 1318-5454 |
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| UDC: | 005.6(497.11):339.138 |
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| ISSN on article: | 1318-5454 |
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| COBISS.SI-ID: | 259173120 |
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| DOI: | 10.2478/v10051-011-0004-y |
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| NUK URN: | URN:SI:UM:DK:NEPDCTIX |
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| Publication date in DKUM: | 29.11.2017 |
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| Views: | 1265 |
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| Downloads: | 183 |
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| Metadata: |    |
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| Categories: | Misc.
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