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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

e-adresacole@tfzr.uns.ac.rs
Ključne reči: customer satisfaction; CSR; strategic business models; Serbia
Sažetak
(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.
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O članku

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