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Certain Aspects of Providing Customer Satisfaction: Research Results from Serbia

Author

Listed:
  • Dejan Dordevic

    (Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia)

  • Dragan Cockalo

    (Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia)

  • Zvonko Sajfert

    (Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia)

  • Milan Nikolic

    (Technical Faculty ‘Mihajlo Pupin’ in Zrenjanin, University of Novi Sad, Serbia)

Abstract

The paper presents research results obtained during the process of modeling a system (processes) for providing satisfaction of a company’s customer needs. The cybernetic model assumes a process approach and appropriate marketing research at the beginning and corresponding evaluation at the end; it is also harmonised with the conditions in which Serbian companies (production and services) work and it is created to enable easier managing of these processes with the aim of achieving business excellence.

Suggested Citation

  • Dejan Dordevic & Dragan Cockalo & Zvonko Sajfert & Milan Nikolic, 2011. "Certain Aspects of Providing Customer Satisfaction: Research Results from Serbia," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 9(1), pages 039-062.
    • Handle: RePEc:mgt:youmgt:v:9:y:2011:i:1:p:039-062
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    More about this item

    Keywords

    QMS; TQM; relationship marketing; customer satisfaction; cybernetic model;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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