Naslov
Prioritization of Critical Factors in Delivering Value to Customers

Autori
Ivanković, Jadranka

Izvornik
Innovative marketing (1814-2427) 2 (2006), 3; 67-76

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
Customer satisfaction ; Expectations ; Perceptions ; Customer Relationship Management ; Food Industry

Sažetak
The importance of customer focus is generally stated as essential for current and future business success. However, only a minority of companies have developed a coherent customer satisfaction process which is linked to strategies and operating action plans. The issues of customer satisfaction and customer retention are growing in importance due to increased competition and more demanding customer requirements. Monitoring and measurement systems for prioritizing critical factors in delivering value are needed in order to improve and manage customer satisfaction. this paper is a reminder of the challenges and opportunities of re-focusing on customer satisfaction as a neglected part of business practice in reality. Certain pre-testing and adjustments of the methodology presented should be expected when applied to the food industry.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA