IDEAS home Printed from https://ideas.repec.org/a/zna/indecs/v9y2011i2p101-118.html
   My bibliography  Save this article

Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution

Author

Listed:
  • Robert Fabac

    (Faculty of Organization and Informatics, University of Zagreb)

  • Ivan Mance

    (Department for Occupational Safety and Health, Fire Protection and Ecology, Hrvatska pošta d.d.)

Abstract

One of the most prominent contemporary trends in formation of companies is the approach to development of a customer-oriented company. In this matter, various versions related to the intensity of this orientation are differentiated. Customer relationship management (CRM) system is a well-known concept, and its practice is being studied and improved in connection to various sectors. Companies providing services of occupational safety and health (OHS) mainly cooperate with a large number of customers and the quality of this cooperation largely affects the occupational safety and health of employees. Therefore, it is of both scientific and wider social interest to study and improve the relationship of these companies with their customers. This paper investigates the practice of applying CRM in Croatian OHS companies. It identifies the existing conditions and suggests possible improvements in the practice of CRM, based on experts' assessments using analytic hierarchy process evaluation. Universal preliminary design was created as a framework concept for the formation of a typical customer-oriented OHS services company. Preliminary design includes a structural view, which provides more details through system diagrams, and an illustration of main cooperation processes of a company with its customer.

Suggested Citation

  • Robert Fabac & Ivan Mance, 2011. "Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 9(2), pages 101-118.
    • Handle: RePEc:zna:indecs:v:9:y:2011:i:2:p:101-118
    as

    Download full text from publisher

    File URL: http://indecs.eu/2011/indecs2011-pp101-118.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. John Mylonakis, 2009. "Customer Relationship Management Functions: A Survey of Greek Bank Customer Satisfaction Perceptions," The IUP Journal of Bank Management, IUP Publications, vol. 0(2), pages 7-31, May.
    2. Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
    3. Miller, Danny, 2005. "Advantage by design: Competing with opportunity-based organizations," Business Horizons, Elsevier, vol. 48(5), pages 393-407.
    4. Ko, Eunju & Kim, Sook Hyun & Kim, Myungsoo & Woo, Ji Young, 2008. "Organizational characteristics and the CRM adoption process," Journal of Business Research, Elsevier, vol. 61(1), pages 65-74, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Christian Arnold & Kai-Ingo Voigt, 2019. "Determinants of Industrial Internet of Things Adoption in German Manufacturing Companies," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-21, October.
    2. Chen, Yan & Zhang, Lei & Zhao, Yulu & Xu, Bing, 2022. "Implementation of penalized survival models in churn prediction of vehicle insurance," Journal of Business Research, Elsevier, vol. 153(C), pages 162-171.
    3. Christian Acuna-Opazo & Mauricio Castillo-Vergara, 2018. "Barriers to non-technological innovation: Impact on business performance in an emerging economy," Contaduría y Administración, Accounting and Management, vol. 63(3), pages 32-33, Julio-Sep.
    4. Mulugeta Girma Dibiku, 2023. "Kaizen and Productivity: The Mediating Effect of the Customer-supplier Relationship Using Smart-PLS," Istanbul Management Journal, Istanbul University Business School, vol. 0(94), pages 1-15, June.
    5. Y. Yolanda, 2017. "Analysis of Factors Affecting Inflation and its Impact on Human Development Index and Poverty in Indonesia," European Research Studies Journal, European Research Studies Journal, vol. 0(4B), pages 38-56.
    6. Claudia Tarantola & Paola Vicard & Ioannis Ntzoufras, 2012. "Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data," Quaderni di Dipartimento 160, University of Pavia, Department of Economics and Quantitative Methods.
    7. Ireneusz Zuchowski & Agnieszka Brelik, 2017. "The Relationship of Managers with Subordinates as a Development Enabler of Enterprise in the SME Sector," European Research Studies Journal, European Research Studies Journal, vol. 0(4A), pages 51-65.
    8. Yi-Chan Chung, 2015. "Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies," International Journal of Business and Social Research, LAR Center Press, vol. 5(10), pages 22-32, Octomber.
    9. Óscar González-Benito & Wander Trindade Venturini & Javier González-Benito, 2017. "CRM Technology: Implementation Project and Consulting Services as Determinants of Success," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 421-441, March.
    10. Yang Yuan & Fujun Lai & Zhaofang Chu, 2019. "Continuous usage intention of Internet banking: a commitment-trust model," Information Systems and e-Business Management, Springer, vol. 17(1), pages 1-25, March.
    11. Rapp, Adam & Trainor, Kevin J. & Agnihotri, Raj, 2010. "Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology," Journal of Business Research, Elsevier, vol. 63(11), pages 1229-1236, November.
    12. Janika Leoste & Tiia Õun & Krista Loogma & José San Martín López, 2021. "Designing Training Programs to Introduce Emerging Technologies to Future Workers—A Pilot Study Based on the Example of Artificial Intelligence Enhanced Robotics," Mathematics, MDPI, vol. 9(22), pages 1-19, November.
    13. Coussement, Kristof & De Bock, Koen W., 2013. "Customer churn prediction in the online gambling industry: The beneficial effect of ensemble learning," Journal of Business Research, Elsevier, vol. 66(9), pages 1629-1636.
    14. Lee, Nick & Gilliland, David I. & Bello, Daniel C. & Osmonbekov, Talai, 2011. "When electronic management tools work - and don't work - in social-based distribution channels: A study of IT manufacturers and resellers," Journal of Business Research, Elsevier, vol. 64(10), pages 1017-1024, October.
    15. Renata Korsakiene, 2008. "The innovative approach to relationships with customers," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 10(1), pages 53-60, October.
    16. Kim, Daekwan & Basu, Choton & Naidu, G.M. & Cavusgil, Erin, 2011. "The innovativeness of Born-Globals and customer orientation: Learning from Indian Born-Globals," Journal of Business Research, Elsevier, vol. 64(8), pages 879-886, August.
    17. Sana Akbar Khan, 2017. "Consumer Innovation Adoption Stages and Determinants," Working Papers 03, Venice School of Management - Department of Management, Università Ca' Foscari Venezia.
    18. Abbas Rezazadeh Karsalari & Hassan Saberi & Sharareh Kalimdast, 2017. "The Impact of Customer Relationship Management on Customer Loyalty in LG Company (Goldiran) Tehran City," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(2), pages 234-239, April.
    19. Coussement, Kristof & Van den Bossche, Filip A.M. & De Bock, Koen W., 2014. "Data accuracy's impact on segmentation performance: Benchmarking RFM analysis, logistic regression, and decision trees," Journal of Business Research, Elsevier, vol. 67(1), pages 2751-2758.
    20. Abdul Alem Mohammed & Basri bin Rashid, 2012. "Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance," International Review of Management and Marketing, Econjournals, vol. 2(4), pages 220-230.

    More about this item

    Keywords

    customer relationship management; occupational safety and health; design; processes; structure;
    All these keywords.

    JEL classification:

    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy
    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:zna:indecs:v:9:y:2011:i:2:p:101-118. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Josip Stepanic (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.