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Quality Management as a Part of CRM

Author

Listed:
  • Karel HavlÃ­Ä ek
  • Pavla BÅ™eÄ ková
  • Vicky Zampeta

Abstract

The article describes the latest trends in quality management in small and mediumsized companies. The author classifies quality as a subset of marketing management, which is known in modern marketing as customer relationship management. The original concept of quality control based on the quality of a product will gradually be replaced by comprehensive quality management based on the wishes, needs and expectations of customers. Increased competition means that it is not possible to consider quality from the so-called transactional perspective, but only the so-called relational perspective. With regard to the whole process management model, the author adds strategic and operational quality controlling to quality management.

Suggested Citation

  • Karel HavlÃ­Ä ek & Pavla BÅ™eÄ ková & Vicky Zampeta, 2013. "Quality Management as a Part of CRM," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 15-28.
    • Handle: RePEc:ers:journl:v:xvi:y:2013:i:4:p:15-28
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    File URL: http://www.ersj.eu/repec/ers/papers/13_4_p2.pdf
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    References listed on IDEAS

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    1. Victoria Pekka Economou & Pantelis G. Chatzikonstantinou, 2009. "Gaining Company’s Sustained Competitive Advantage, Is Really a Necessary Precondition for Improved Organizational Performance? The Case of TQM," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 83-100.
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    Citations

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    Cited by:

    1. Kanellos Toudas & Athanasios Bellas, 2014. "Corporate Governance and its Effect on Firm Value and Stock Returns of Listed Companies on the Athens Stock Exchange," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 58-80.
    2. Evangelos Sambracos & Irene Ramfou, 2014. "The Effect of Freight Transport Time Changes on The Performance of Manufacturing Companies," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 119-138.
    3. Emilia G. Arthus & Mercedes T. Alvarez, 2013. "Corporate Social Responsibility and Sustainable Development," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 79-92.
    4. Vicky Zampeta, 2015. "The Impact of Corporate Governance and the Cost of Capital in Shipping," International Journal of Business and Economic Sciences Applied Research (IJBESAR), Democritus University of Thrace (DUTH), Kavala Campus, Greece, vol. 8(2), pages 19-34, October.
    5. Ozgur Arslan-Ayaydin & Darold Barnum & Mehmet Baha Karan & Atilla Hakan Ozdemir, 2014. "How is Moral Hazard Related to Financing R&D and Innovations?," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 111-131.

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    More about this item

    Keywords

    Quality Management System; Total Quality Management; Balanced Scorecard; Quality Controlling; Customer Relationship Management; M-C Model;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

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