文章基本信息

标题：An exploratory study of a business strategy for providing customer satisfaction in the Republic of Serbia
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作者：Dragan Cockalo ; Dejan Djordjevic ; Zvonko Sajfert 等
期刊名称：African Journal of Business Management
印刷版ISSN：1993-8233
出版年度：2011
卷号：5
期号：3
页码：833-843
DOI：10.5897/AJBM10.428
语种：English
出版社：Academic Journals
摘要：A key strategic objective for any company should be to achieve and understand the optimum level of customer satisfaction. This contention is, conceptually, the objective of the wider analysis in this paper, in addition to the model for providing customer satisfaction in the form of a business strategy. This theoretically-based model is harmonized with the following important concepts: quality management, business excellence and relationship marketing. The research, which was carried out in companies and among experts in the Republic of Serbia, indicated the validity of the model. Some 600 organizations and 100 experts were canvased in the course of the research and 84 companies and 37 experts responded.
关键词：Business strategy; customer satisfaction; quality management system; business excellence; relationship marketing