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Certain Aspects of Providing Customer Satisfaction: Research Results from Serbia

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Author(s): Dejan Đorđević | Dragan Ćoćkalo | Zvonko Sajfert | Milan NIkolić

Journal: Managing Global Transitions
ISSN 1581-6311

Volume: 9;
Issue: 1;
Start page: 039;
Date: 2011;
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Keywords: qms | tqm | relationship marketing | customer satisfaction | cybernetic model

ABSTRACT
The paper presents research results obtained during the process of modelinga system (processes) for providing satisfaction of a company’scustomer needs. The cybernetic model assumes a process approachand appropriate marketing research at the beginning and correspondingevaluation at the end; it is also harmonised with the conditionsin which Serbian companies (production and services) work and it iscreated to enable easier managing of these processes with the aim ofachieving business excellence.
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