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Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution


  • Robert Fabac

    () (Faculty of Organization and Informatics, University of Zagreb)

  • Ivan Mance

    (Department for Occupational Safety and Health, Fire Protection and Ecology, Hrvatska poŇ°ta d.d.)


One of the most prominent contemporary trends in formation of companies is the approach to development of a customer-oriented company. In this matter, various versions related to the intensity of this orientation are differentiated. Customer relationship management (CRM) system is a well-known concept, and its practice is being studied and improved in connection to various sectors. Companies providing services of occupational safety and health (OHS) mainly cooperate with a large number of customers and the quality of this cooperation largely affects the occupational safety and health of employees. Therefore, it is of both scientific and wider social interest to study and improve the relationship of these companies with their customers. This paper investigates the practice of applying CRM in Croatian OHS companies. It identifies the existing conditions and suggests possible improvements in the practice of CRM, based on experts' assessments using analytic hierarchy process evaluation. Universal preliminary design was created as a framework concept for the formation of a typical customer-oriented OHS services company. Preliminary design includes a structural view, which provides more details through system diagrams, and an illustration of main cooperation processes of a company with its customer.

Suggested Citation

  • Robert Fabac & Ivan Mance, 2011. "Customer Relationship Management System in Occupational Safety & Health Companies: Research on Practice and Preliminary Design Solution," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage:, vol. 9(2), pages 101-118.
  • Handle: RePEc:zna:indecs:v:9:y:2011:i:2:p:101-118

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    References listed on IDEAS

    1. John Mylonakis, 2009. "Customer Relationship Management Functions: A Survey of Greek Bank Customer Satisfaction Perceptions," The IUP Journal of Bank Management, IUP Publications, vol. 0(2), pages 7-31, May.
    2. Miller, Danny, 2005. "Advantage by design: Competing with opportunity-based organizations," Business Horizons, Elsevier, vol. 48(5), pages 393-407.
    3. Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
    4. Ko, Eunju & Kim, Sook Hyun & Kim, Myungsoo & Woo, Ji Young, 2008. "Organizational characteristics and the CRM adoption process," Journal of Business Research, Elsevier, vol. 61(1), pages 65-74, January.
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    More about this item


    customer relationship management; occupational safety and health; design; processes; structure;

    JEL classification:

    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy
    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility


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