%0 Journal Article
%T Certain Aspects of Providing Customer Satisfaction: Research Results from Serbia
%A Dejan £¿or£¿evi£¿
%A Dragan £¿o£¿kalo
%A Zvonko Sajfert
%A Milan NIkoli£¿
%J Managing Global Transitions
%D 2011
%I University of Primorska
%X 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.
%K qms
%K tqm
%K relationship marketing
%K customer satisfaction
%K cybernetic model
%U http://www.fm-kp.si/zalozba/ISSN/1581-6311/9_039-062.pdf