Strategic quality management on business to business market in Bosnia and Herzegovina

Zijada Rahimic () and Kenan Ustovic ()
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Zijada Rahimic: The School of Economics and Business, University of Sarajevo, Bosnia and Herzegovina
Kenan Ustovic: NCH Bosnia LTD Sarajevo, Bosnia and Herzegovina

Business and Economic Horizons (BEH), 2011, vol. 6, issue 3, 1-17

Abstract: Product and service quality has increasingly seen as a crucial factor of competitiveness, not only for individual companies, but for entire industries too. Using specific resources and capabilities companies can take a chance to delight their customers. This paper presents new sales model developed by authors, which includes all necessary steps related to sales process. CustomerOriented Sales (COS) Model considers opportunity that company differentiates itself and become market leader. This paper includes research about companies engaged in B2B sale in Bosnia and Herzegovina and their willingness to use quality as differentiation tool. As a method of research we used data collection questionnaire. It is important to notice that the quality is not the purpose of itself. Investments in quality without recognition of customer needs can also be ineffective. Taking into account all anticipated results, we will make a conclusion about possibilities that companies’ incorporate COS Model in their business system.

Keywords: B2B sales; competitiveness; customer-oriented sales (COS) model; differentiation; quality. (search for similar items in EconPapers)
JEL-codes: C12 C14 L15 L81 (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (2)

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