Strategic Management
kako citirati ovaj članak
podeli ovaj članak


  • citati u SCIndeksu: [1]
  • citati u CrossRef-u:0
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:1
  • preuzimanja u poslednjih 30 dana:0


članak: 1 od 3  
Back povratak na rezultate
2012, vol. 17, br. 4, str. 50-58
From customer satisfaction to CSR in Serbian conditions: A review of literature and business practices
(naslov ne postoji na srpskom)
aUniverzitet u Novom Sadu, Tehnički fakultet 'Mihajlo Pupin', Zrenjanin
bUniverzitet u Kragujevcu, Tehnički fakultet, Čačak
cBelgrade Business School, Belgrade

Ključne reči: customer satisfaction; CSR; strategic business models; Serbia
(ne postoji na srpskom)
Customer-related and society-related business strategies are in many ways compatible; the most important, in fact, key difference is in enhancing the spectrum of stakeholders which the company communicates and interacts with. This paper presents integration of customer satisfaction (CS) and corporate social responsibility (CSR) concepts into business models. The review of literature, some pieces of past research and business experiences from this field are presented as well. Current state, business experiences and usability of these concepts in a Serbian transitional context are analyzed; the review of acceptable business strategy which represents the concept that satisfy customers' requirements by integrating QMS, business excellence and relationship marketing is presented as well.
*** (2010) Strategija razvoja i promocije društveno odgovornog poslovanja u Republici Srbiji za period od 2010. do 2015. godine. Serbian Government, Regional Chamber of Commerce Kragujevac, Retrieved June 13, 2012, http://www.kg-cci.co.rs/pdf/strategije.pdf
Ackerman, R.W. (1973) How companies respond to social demands. Harvard Business Review, 51 (4): 88-98
Berry, L. (1983) Relationship marketing. u: Berry L., i dr. [ur.] Emerging perspectives in service marketing, Chicago, IL: American Marketing Association
Boatright, J.R. (1996) Business ethics and the theory of the firm. American Business Law Journal, 34(2): 217-238
Branko, C.M., Rodrigues, L.L. (2006) Positioning stakeholder theory within the debate on corporate social responsibility. Electronic Journal of Business Ethics and Organization Studies, 12 (1), 5-15
Brookes, R., Little, V. (1997) The new marketing paradigma: What does customer focus now mean?. Marketing and Research Today, Amsterdam, vol. 25, br. 2, ESOMAR
Business for social responsibility (2001) Introduction to corporate social responsibility. Retrieved April 21, 2012, from Business for social responsibility: from http://www.bsr.org/bsrresources/WhitePapers_Issue-Area.cfm
Carroll, A.B. (1991) The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4): 39-48
Chung, Y., Tien, S., Hsieh, C., Tsai, C. (2008) A study of the business value of Total Quality Management. Total Quality Management & Business Excellence, 19(4): 367-379
Clarkson, M.B.E. (1995) A stakeholder framework for analyzing and evaluation corporate social performance. Academy of Management Review, 20(1): 92
Cockalo, D., Djordjevic, D., Sajfert, Z. (2011) Elements of the model for customer satisfaction: Serbian economy research. Total Quality Management & Business Excellence, 22(8): 807-832
Conca, F.J., Llopis, J., Tarı́, J.J. (2004) Development of a measure to assess quality management in certified firms. European Journal of Operational Research, 156(3): 683-697
Ćoćkalo, D., Đorđević, D., Sajfert, Z., Bogetić, S., Bešić, C. (2011) An exploratory study of a business strategy for providing customer satisfaction in the Republic of Serbia. African Journal of Business Management, 5 (3), 833-843
Ćoćkalo, D., Djordjević, D. (2006) Upravljanje ključnim procesima u preduzeću u funkciji postizanja poslovne izvrsnosti. Menadžment totalnim kvalitetom & izvrsnost, 34(1-2): 97-101
Dentchev, N.A. (2005) Integrating corporate social responsibility in business models. Ghent: Ghent University
Dimitriades, Z.S. (2006) Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece. Management Research News, 29(12): 782-800
Donaldson, T., Preston, L.E. (1995) The stakeholder theory of the corporation: Concepts, evidence, implications. Academy of Management Review, N0 1, vol. 20, str. 65-91
EFQM (2002) EFQM: The fundamental concepts of excellence. Retrieved november 17, 2007, from EFQM: http://www.efqm.org/en/tabid/169/default.aspx
Epstein, M.J., Roy, M. (2001) Sustainability in Action: Identifying and Measuring the Key Performance Drivers. Long Range Planning, 34(5): 585-604
Evans, J.R., Laskin, R.L. (1994) The relationship marketing process: A conceptualization and application. Industrial Marketing Management, 23(5): 439-452
Evans, S., Burns, A.D. (2007) An investigation of customer delight during product evaluation: Implications for the development of desirable products. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, 221(11): 1625-1638
Freeman, C.H. (1984) Strategic management: A stakeholder approach. London: Pitman
Garvin, D. (1988) Managing quality. New York: Free Press
Grönroos, C. (1994) From marketing mix to relationship marketing. Management Decision, 32(2): 4-20
Irani, Z., Beskese, A., Love, P.E.D. (2004) Total quality management and corporate culture: Constructs of organisational excellence. Technovation, 24(8): 643-650
Končar, J.A., Katai, Z. (2005) CRM i upravljanje kanalima marketinga. Strategijski menadžment, 10(1-2): 187-189
Kotler, P. (1994) Marketing Management: Analysis, Planning, Implementation, and Control. Upper Saddle River: Prentice Hall
Lin, N., Weng, J.C.M., Hsieh, Y. (2003) Relational Bonds and Customer's Trust and Commitment - A Study on the Moderating Effects of Web Site Usage. Service Industries Journal, 23(3): 103-124
Loudon, D.L., della Bitta, A.J. (1993) Consumer behavior: Concepts and applications. New York: McGraw-Hill
Mohr-Jackson, I. (1998) Managing a Total Quality Orientation. Industrial Marketing Management, 27(2): 109-125
Motwani, J. (2001) Critical factors and performance measures of TQM. TQM Magazine, 13(4): 292-300
Naumann, E., Jackson, D.W., Rosenbaum, M.S. (2001) How to implement a customer satisfaction program. Business Horizons, 44(1): 37-46
Nordgren, L., Đurić-Kuzmanović, T. (2010) Strategic management and social responsibility in Serbia: Globalization strategies of multinational companies. Strategic Management, 15(2): 13-21
Porter, M.E. (1996) What is strategy?. Harvard Business Review, 74 (6), 61-78
Ritchie, L., Dale, B.G. (2000) An analysis of self-assessment practices using the business excellence model. Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, 214(7): 593-602
Rusjan, B. (2005) Usefulness of the EFQM excellence model: Theoretical explanation of some conceptual and methodological issues. Total Quality Management & Business Excellence, 16(3): 363-380
Sanchez, R., Heene, A. (2004) The new strategic management: Organization, competition and competence. New York: Wiley
Sharma, S. (2002) What really matters: Research on corporate sustainability. u: S. Sharma, & M. Starik [ur.] Research in Corporate Sustainability: The Evolving Theory and Practice of Organizations in the Natural Environment, Northhampton: Edward Elgar Academic Publishing, 1-29
Smith, C.N. (2003) Corporate Social Responsibility: Whether or How?. California Management Review, 45(4): 52-76
Stahl, M.J. (1999) Perspectives in Total quality. Milwaukee: Blackwell
Starik, M., Marcus, A.A. (2000) Introduction to the special research forum on the management of organizations in the natural environment: A field emerging from multiple paths, with many challenges ahead. Academy of Management Journal, 43(4): 539-547
Sudarević, T., Pupovac, L., Zehetner, A. (2011) Upgrading marketing planning activities through measuring customer lifetime value. Strategic Management, 16(3): 53-61
Tarí, J.J. (2005) Components of successful total quality management. TQM Magazine, 17(2): 182-194
Teo, W.F., Dale, B.G. (2007) Self-assessment: Methods, management and process. Proc Instn Mech Engrs, Vol 211 Part B, pp. 365-375
Terziovski, M., Samson, D. (1999) The link between total quality management practice and organisational performance. International Journal of Quality & Reliability Management, 16(3): 226-237
Waddock, S.A., Bodwell, C., Graves, S.B. (2002) Responsibility: The new business imperative. Academy of Management Executive, 16(2): 132-148
Wayhan, V.B., Balderson, E.L. (2007) TQM and financial performance: What has empirical research discovered?. Total Quality Management & Business Excellence, 18 (3-4): 403-412
Windsor, D. (2001) The future of corporate social responsibility. International Journal of Organizational Analysis, 9(3): 225-256
World business council for sustainable development (2001) The business case for sustainable development: Making a difference towards the Johannesburg summit 2002 and beyond. Retrieved May 15, 2012, from World business council for sustainable development: http://www.wbcsd.org/pages/edocument/edocumentdetails.aspx?id=197&nosearchcontextkey=true

O članku

jezik rada: engleski
vrsta rada: neklasifikovan
objavljen u SCIndeksu: 22.03.2013.