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Original scientific paper

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 icon 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 icon 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 icon orcid.org/0000-0002-8520-762X ; University of Novi Sad, Faculty of Technical Sciences, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia

Fulltext: english, pdf (849 KB) pages 1037-1042 downloads: 222* cite
APA 6th Edition
Milisavljević, S., Mitrović, S., Grubić Nešić, L., Šimunović, G., Kozak, D. & Antić, A. (2013). The level of correlation between cultural values and system of customer relationship management. Tehnički vjesnik, 20 (6), 1037-1042. Retrieved from 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, no. 6, 2013, pp. 1037-1042. https://hrcak.srce.hr/112323. Accessed 18 Jun. 2019.
Chicago 17th Edition
Milisavljević, Stevan, Slavica Mitrović, Leposava Grubić Nešić, Goran Šimunović, Dražan Kozak and Aco Antić. "The level of correlation between cultural values and system of customer relationship management." Tehnički vjesnik 20, no. 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), pp. 1037-1042. Available at: https://hrcak.srce.hr/112323 (Accessed 18 June 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 [cited 2019 June 18];20(6):1037-1042. Available from: https://hrcak.srce.hr/112323
IEEE
S. Milisavljević, S. Mitrović, L. Grubić Nešić, G. Šimunović, D. Kozak and A. Antić, "The level of correlation between cultural values and system of customer relationship management", Tehnički vjesnik, vol.20, no. 6, pp. 1037-1042, 2013. [Online]. Available: https://hrcak.srce.hr/112323. [Accessed: 18 June 2019]
Fulltext: croatian, pdf (849 KB) pages 1037-1042 downloads: 426* cite
APA 6th Edition
Milisavljević, S., Mitrović, S., Grubić Nešić, L., Šimunović, G., Kozak, D. & Antić, A. (2013). Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima. Tehnički vjesnik, 20 (6), 1037-1042. Retrieved from 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, no. 6, 2013, pp. 1037-1042. https://hrcak.srce.hr/112323. Accessed 18 Jun. 2019.
Chicago 17th Edition
Milisavljević, Stevan, Slavica Mitrović, Leposava Grubić Nešić, Goran Šimunović, Dražan Kozak and Aco Antić. "Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima." Tehnički vjesnik 20, no. 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), pp. 1037-1042. Available at: https://hrcak.srce.hr/112323 (Accessed 18 June 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 [cited 2019 June 18];20(6):1037-1042. Available from: https://hrcak.srce.hr/112323
IEEE
S. Milisavljević, S. Mitrović, L. Grubić Nešić, G. Šimunović, D. Kozak and A. Antić, "Povezanost kulturnih vrijednosti i sustava upravljanja odnosima s korisnicima", Tehnički vjesnik, vol.20, no. 6, pp. 1037-1042, 2013. [Online]. Available: https://hrcak.srce.hr/112323. [Accessed: 18 June 2019]

Abstracts
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.

Keywords
cultural values; Customer Relationship Management (CRM); employees and customers

Hrčak ID: 112323

URI
https://hrcak.srce.hr/112323

[croatian]

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