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dc.contributor.authorHavlicek, Karel-
dc.contributor.authorBreckova, Pavla-
dc.contributor.authorZampeta, Vicky-
dc.identifier.citationHavlicek, K., Breckova, P., & Zampeta, V. (2013). Quality management as a part of CRM. European Research Studies Journal, 16(4), 15-28.en_GB
dc.description.abstractThe article describes the latest trends in quality management in small and mediumsized companies. The author classifies quality as a subset of marketing management, which is known in modern marketing as customer relationship management. The original concept of quality control based on the quality of a product will gradually be replaced by comprehensive quality management based on the wishes, needs and expectations of customers. Increased competition means that it is not possible to consider quality from the so-called transactional perspective, but only the so-called relational perspective. With regard to the whole process management model, the author adds strategic and operational quality controlling to quality management.en_GB
dc.publisherUniversity of Piraeus. International Strategic Management Associationen_GB
dc.subjectTotal quality managementen_GB
dc.subjectCustomer relations -- Managementen_GB
dc.subjectQuality controlen_GB
dc.subjectQuality assuranceen_GB
dc.titleQuality management as a part of CRMen_GB
dc.rights.holderThe copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder.en_GB
dc.publication.titleEuropean Research Studies Journalen_GB
Appears in Collections:European Research Studies Journal, Volume 16, Issue 4

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