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Izvorni znanstveni članak
The level of correlation between cultural values and system of customer relationship management
Stevan Milisavljević
; University of Novi Sad, Faculty of Technical Sciences, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Slavica Mitrović
; University of Novi Sad, Faculty of Technical Sciences, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Leposava Grubić Nešić
; University of Novi Sad, Faculty of Technical Sciences, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Goran Šimunović
orcid.org/0000-0002-7159-2627
; Josip Juraj Strossmayer University of Osijek, Mechanical Engineering Faculty in Slavonski Brod, Trg Ivane Brlić Mažuranić 2, 35000 Slavonski Brod, Croatia
Dražan Kozak
orcid.org/0000-0001-5245-4686
; Josip Juraj Strossmayer University of Osijek, Mechanical Engineering Faculty in Slavonski Brod, Trg Ivane Brlić Mažuranić 2, 35000 Slavonski Brod, Croatia
Aco Antić
orcid.org/0000-0002-8520-762X
; University of Novi Sad, Faculty of Technical Sciences, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
| Puni tekst: engleski, pdf (849 KB) | str. 1037-1042 | citiraj | |
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APA 6th Edition Milisavljević, S., Mitrović, S., Grubić Nešić, L., Šimunović, G., Kozak, D. i Antić, A. (2013). The level of correlation between cultural values and system of customer relationship management. Tehnički vjesnik, 20 (6), 1037-1042. Preuzeto s https://hrcak.srce.hr/112323 MLA 8th Edition Milisavljević, Stevan, et al. "The level of correlation between cultural values and system of customer relationship management." Tehnički vjesnik, vol. 20, br. 6, 2013, str. 1037-1042. https://hrcak.srce.hr/112323. Citirano 15.09.2019. Chicago 17th Edition Milisavljević, Stevan, Slavica Mitrović, Leposava Grubić Nešić, Goran Šimunović, Dražan Kozak i Aco Antić. "The level of correlation between cultural values and system of customer relationship management." Tehnički vjesnik 20, br. 6 (2013): 1037-1042. https://hrcak.srce.hr/112323 Harvard Milisavljević, S., et al. (2013). 'The level of correlation between cultural values and system of customer relationship management', Tehnički vjesnik, 20(6), str. 1037-1042. Preuzeto s: https://hrcak.srce.hr/112323 (Datum pristupa: 15.09.2019.) Vancouver Milisavljević S, Mitrović S, Grubić Nešić L, Šimunović G, Kozak D, Antić A. The level of correlation between cultural values and system of customer relationship management. Tehnički vjesnik [Internet]. 2013 [pristupljeno 15.09.2019.];20(6):1037-1042. Dostupno na: https://hrcak.srce.hr/112323 IEEE S. Milisavljević, S. Mitrović, L. Grubić Nešić, G. Šimunović, D. Kozak i A. Antić, "The level of correlation between cultural values and system of customer relationship management", Tehnički vjesnik, vol.20, br. 6, str. 1037-1042, 2013. [Online]. Dostupno na: https://hrcak.srce.hr/112323. [Citirano: 15.09.2019.] |
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| Puni tekst: hrvatski, pdf (849 KB) | str. 1037-1042 | citiraj | |
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APA 6th Edition Milisavljević, S., Mitrović, S., Grubić Nešić, L., Šimunović, G., Kozak, D. i Antić, A. (2013). Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima. Tehnički vjesnik, 20 (6), 1037-1042. Preuzeto s https://hrcak.srce.hr/112323 MLA 8th Edition Milisavljević, Stevan, et al. "Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima." Tehnički vjesnik, vol. 20, br. 6, 2013, str. 1037-1042. https://hrcak.srce.hr/112323. Citirano 15.09.2019. Chicago 17th Edition Milisavljević, Stevan, Slavica Mitrović, Leposava Grubić Nešić, Goran Šimunović, Dražan Kozak i Aco Antić. "Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima." Tehnički vjesnik 20, br. 6 (2013): 1037-1042. https://hrcak.srce.hr/112323 Harvard Milisavljević, S., et al. (2013). 'Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima', Tehnički vjesnik, 20(6), str. 1037-1042. Preuzeto s: https://hrcak.srce.hr/112323 (Datum pristupa: 15.09.2019.) Vancouver Milisavljević S, Mitrović S, Grubić Nešić L, Šimunović G, Kozak D, Antić A. Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima. Tehnički vjesnik [Internet]. 2013 [pristupljeno 15.09.2019.];20(6):1037-1042. Dostupno na: https://hrcak.srce.hr/112323 IEEE S. Milisavljević, S. Mitrović, L. Grubić Nešić, G. Šimunović, D. Kozak i A. Antić, "Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima", Tehnički vjesnik, vol.20, br. 6, str. 1037-1042, 2013. [Online]. Dostupno na: https://hrcak.srce.hr/112323. [Citirano: 15.09.2019.] |
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Sažetak
The purpose of this research paper is to identify the level of correlations and differences between specific cultural values and the employees’ and the customers’ behaviour. The study of cultural values is the basis for establishing desirable behaviour and organizational measures on which the employee’s culture awareness and behaviour are formed to suit both the enterprises and the customers. As indicated by research results, there are differences in the employees’ and the customers’ value systems, which are important for Customer Relationship Management (CRM), so that customers are more self-directed than the employees of the enterprise; they are more prone to accept stimulation and hedonism, and their level of traditionalism is lower than that of the employees. Harmonizing the employees’ and the users' value systems contributes to a higher-quality communication and more successful business.
Ključne riječi
cultural values; Customer Relationship Management (CRM); employees and customers
Hrčak ID: 112323
URI
https://hrcak.srce.hr/112323
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