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?e}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \la
ngfenp1033 uslugu koja je na neki na\uc1 \u269 ?in superiornija u odnosu na nje
ne konkurente}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lang
fe1033 \langfenp1033 ali i odr\uc1 \u382 ?avanje prednosti}{\fs20 \dbch \af0 \h
ich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 }{\fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 u na
rednim periodima}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \l
angfe1033 \langfenp1033 . Ovaj koncept obezbe\uc1 \u273 ?ivanja superiorne uslug
e, ve\uc1 \u263 ? du\uc1 \u382 ?i vremenski period, naziva se odr\uc1 \u382 ?ivo
m konkurentskom predno\uc1 \u353 ?\uc1 \u263 ?u. Usled jedinstvenih karakteristi
ka bankarske usluge, ostvarivanje i odr\uc1 \u382 ?avanje odr\uc1 \u382 ?ive kon
kurentske prednosti, predstavlja veoma izazovan zadatak}{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 .}{\fs20 \dbch \a
f0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\p
ard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \
itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \h
ich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 U radu se kro
z temu provla\uc1 \u269 ?i Vojvo\uc1 \u273 ?anska banka kao konkretan predstavni
3 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \a
djustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \la
ngfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjust
right \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfen
p1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Uop\uc1 \u353 ?tene podele usluga mo\uc1 \u382 ?e se posmatrati s aspekta:}{\fs
20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp10
33 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \l
in0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \d
bch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustri
ght \lin1590 \rin0 \jclisttab \tx1590 \itap0 \ls4 \fs24 \lang3098 \langnp3098 \l
angfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \lan
gfe1033 \langfenp1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \
lang2074 \langnp2074 \langfe1033 \langfenp1033 Tr\uc1 \u382 ?i\uc1 \u353 ?ta}{\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1
033 \par }\pard \plain \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \ad
justright \lin1590 \rin0 \jclisttab \tx1590 \itap0 \ls4 \fs24 \lang3098 \langnp3
098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp309
8 \langfe1033 \langfenp1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Stepena opipljivosti}{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
\par }\pard \plain \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjus
tright \lin1590 \rin0 \jclisttab \tx1590 \itap0 \ls4 \fs24 \lang3098 \langnp3098
\langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \
langfe1033 \langfenp1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Stru\uc1 \u269 ?nosti}{\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \
par }\pard \plain \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustr
ight \lin1590 \rin0 \jclisttab \tx1590 \itap0 \ls4 \fs24 \lang3098 \langnp3098 \
langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \la
ngfe1033 \langfenp1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7
\lang2074 \langnp2074 \langfe1033 \langfenp1033 Ciljeva}{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plai
n \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1590 \r
in0 \jclisttab \tx1590 \itap0 \ls4 \fs24 \lang3098 \langnp3098 \langfe1033 \lang
fenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfe
np1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langn
p2074 \langfe1033 \langfenp1033 Regulacije}{\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-510
\li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1590 \rin0 \jclistta
b \tx1590 \itap0 \ls4 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\li
sttext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'
a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe
1033 \langfenp1033 Radne intenzivnosti}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-510 \li
1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1590 \rin0 \jclisttab \t
x1590 \itap0 \ls4 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listte
xt \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'a6\'
00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033 Kontakta sa potro\uc1 \u353 ?a\uc1 \u269 ?ima}{\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard
\plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap
0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plai
n \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs
angnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang
2074 \langnp2074 \langfe1033 \langfenp1033 Takvoj viziji dodaju se }{\i1 \fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 s
trate\uc1 \u353 ?ki ciljevi}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \la
ngnp2074 \langfe1033 \langfenp1033 -koji predstavljaju ozbiljne korake koji treb
a da se preduzmu da bi se pribli\uc1 \u382 ?ilo realizaciji vizije. Neki od najv
a\uc1 \u382 ?nijih jesu:}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langn
p2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \asp
alpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langf
e1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360 \li1440 \ri0 \widctlpa
r \aspalpha \aspnum \adjustright \lin1440 \rin0 \jclisttab \tx1440 \itap0 \ls6 \
fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs
24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\'00\tab }{\i1 \fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 una
pre\uc1 \u273 ?ivanje produktivnosti, efektivnosti i stvaranje zavidne konkurent
ske prednosti}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lang
fe1033 \langfenp1033 . To bi se moglo posti\uc1 \u263 ?i niskim tro\uc1 \u353 ?k
ovima isporuke, smanjenjem nivoa menad\uc1 \u382 ?menta, pouzdanijom uslugom, u
napre\uc1 \u273 ?enjem odnosa sa korisnicima... }{\fs20 \dbch \af0 \hich \af7 \l
och \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \
fi-360 \li1440 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0 \jc
listtab \tx1440 \itap0 \ls6 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp103
3 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
\f3 e\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lan
gfe1033 \langfenp1033 Kako upravljati uslugama kroz pojedini \uc1 \u382 ?ivotni
ciklus pru\uc1 \u382 ?anja usluge?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2
074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360 \li1440
\ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0 \jclisttab \tx144
0 \itap0 \ls6 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \
pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\'00\tab
}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 Kako se usresrediti na osnovne faktore koji osiguravaju \uc1 \u382 ?ivot
organizacije: prihod, re\uc1 \u353 ?enja?}{\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360
\li1440 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0 \jclistta
b \tx1440 \itap0 \ls6 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\li
sttext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\
'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe103
3 \langfenp1033 Kako odgovoriti na jedinstvene zahteve koji se postavljaju pred
organizacije koje pru\uc1 \u382 ?aju usluge?}{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-3
60 \li1440 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0 \jclist
tab \tx1440 \itap0 \ls6 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\
listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3
e\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1
033 \langfenp1033 Kako povezati organizaciju koja pru\uc1 \u382 ?a usluge s osta
tkom organizacije?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360 \li1440 \ri0 \widctlpar
\aspalpha \aspnum \adjustright \lin1440 \rin0 \jclisttab \tx1440 \itap0 \ls6 \f
s24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs2
4 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\'00\tab }{\fs20 \dbch \a
f0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 Kako usp
ostaviti kontrole poslovanja?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098
\langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360 \li1440 \ri
0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0 \jclisttab \tx1440 \i
tap0 \ls6 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard
\plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\'00\tab }{\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 Kako prepoznati i preduzeti metodologije za organizaciju, projekte, razvoj p
33 \langfenp1033 S}{\fs16 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098
\langfe1033 \langfenp1033 trategija s najni\uc1 \u382 ?im tro\uc1 \u353 ?kovima
zbog toga \uc1 \u353 ?to je Internet mnogo jeftiniji distr}{\fs16 \dbch \af0 \hi
ch \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 ibucioni}{\fs1
6 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp103
3 . kanal nego tradicionalna filijalska mre\uc1 \u382 ?a. }{\fs16 \dbch \af0 \hi
ch \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Vojvo\uc1 \u27
3 ?anska banka je ve\uc1 \u263 ? redukovala veliki broj zaposlenih.}{\fs16 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}}}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \lan
gfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustr
ight \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\
fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp
1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\b1 \f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1
033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \
lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Koliko zna\uc1 \u269 ?i u vremenu \uc1 \u382 ?urbe i sveop\uc1 \u353 ?teg utr
kivanja jedna kvalitetna informacija? }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang2074 \langnp2074 \langfe1033 \langfenp1033 \line }{\fs20 \dbch \af0 \hich \af
7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Zaposlenom \uc1 \u26
9 ?oveku-mnogo. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \l
angfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \a
spnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \l
angfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe
1033 \langfenp1033 Usluge na\uc1 \u353 ?eg primera, Vojvo\uc1 \u273 ?anske banke
, predstavlja, bankarski sektor u globalu, koji se me\uc1 \u273 ?usobno razliku
je vrlo \uc1 \u269 ?esto samo u nijansama. Osim nekih grubih podela na bankarske
sektore specificirane za konkretne poslove-su\uc1 \u353 ?tina ostaje relativno
sli\uc1 \u269 ?na. Skoro svaka banka nudi teku\uc1 \u263 ?e i \uc1 \u382 ?iro-ra
\uc1 \u269 ?une, kredite, kreditne kartice, kompjuterska pla\uc1 \u263 ?anja, ob
ave\uc1 \u353 ?tavanja putem elektronske po\uc1 \u353 ?te, sms-a i sli\uc1 \u269
?no.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \
langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adju
stright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum
\adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls7 \fs24 \lang3098 \lan
gnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langn
p3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Poslovnu komunikaciju }
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfe
np1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum
\adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls7 \fs24 \lang3098 \lang
np3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp
3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \l
och \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Elektronski transfer nov
ca }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \la
ngfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar \aspalpha \asp
num \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls7 \fs24 \lang3098 \
langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \la
ngnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af
7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Transfer tehni\uc1 \
u269 ?ke dokumentacije}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2
074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widct
lpar \aspalpha \aspnum \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls
7 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain
\fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 P
oslovne transakcije}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpa
r \aspalpha \aspnum \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls7 \
fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs
24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Serv
is za rezervacije i kupovinu}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \l
angnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li794 \ri0 \widctlpa
r \aspalpha \aspnum \adjustright \lin794 \rin0 \itap0 \fs24 \lang3098 \langnp309
8 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \la
ngnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \
aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \la
ngfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2
074 \langfe1033 \langfenp1033 Te\uc1 \u353 ?ko je precizno re\uc1 \u263 ?i u \
uc1 \u269 ?emu se razlikuju ukoliko nam informacije pru\uc1 \u382 ?aju razli\uc1
\u269 ?iti potro\uc1 \u353 ?a\uc1 \u269 ?i.}{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0
\ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang309
8 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \
lang2074 \langnp2074 \langfe1033 \langfenp1033 Ako bismo uzeli primer jednog pot
ro\uc1 \u353 ?a\uc1 \u269 ?a a vi\uc1 \u353 ?e kompanija, tada bismo mogli upore
diti \uc1 \u353 ?ta je to \uc1 \u353 ?to zadovoljava njegove trenutne ili trajne
potrebe, a \uc1 \u353 ?ta ne. Ali to opet ne bi bila slika uslu\uc1 \u382 ?nog
kvaliteta navedenih firmi jer se radi o malom uzorku koji ima sopstvene prohtev
e i subjektivni do\uc1 \u382 ?ivljaj. Zbog toga uslugu i kvalitet usluge moramo
shvatiti kao proces koji se stalno prilago\uc1 \u273 ?ava.}{\fs20 \dbch \af0 \hi
ch \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \super1 2}{\fs
20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp10
33 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \l
in0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \d
bch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \
rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Po
tro\uc1 \u353 ?a\uc1 \u269 ?ima je te\uc1 \u382 ?e da mere uslugu nego konkretni
proizvod. Vrlo \uc1 \u269 ?esto je ona izraz o\uc1 \u269 ?ekivanja ili upore\uc
1 \u273 ?ivanje o\uc1 \u269 ?ekivanog u odnosu na dobijeno. Usluga, za razliku o
d konkretnog proizvoda, u velikoj meri zavisi od na\uc1 \u269 ?ina na koji se pr
u\uc1 \u382 ?a. Konkretan proizvod mo\uc1 \u382 ?e stajati na polici neke velepr
odaje a da potro\uc1 \u353 ?a\uc1 \u269 ? bude nakon upotrebe zadovoljan, usluga
, pak, mora biti uslovljena na\uc1 \u269 ?inom isporuke, sposobno\uc1 \u353 ?\uc
1 \u263 ?u isporu\uc1 \u269 ?ioca, prezentacijom. Dovoljno je namr\uc1 \u353 ?te
no lice bankarskog slu\uc1 \u382 ?benika pa da se vi\uc1 \u353 ?e i ne ode u tu
banku-ve\uc1 \u263 ? da se tra\uc1 \u382 ?i nova, gde \uc1 \u263 ?e vam nasmejan
a lica, na koja su ve\uc1 \u263 ? klijenti nau\uc1 \u269 ?eni, pru\uc1 \u382 ?it
i informacije koje tra\uc1 \u382 ?ite ili omogu\uc1 \u263 ?iti transakciju po \u
c1 \u382 ?elji. To nam govori da je dana\uc1 \u353 ?nji kupac, klijent, potro\uc
1 \u353 ?a\uc1 \u269 ? podignut na vi\uc1 \u353 ?i nivo i da mu je dat ve\uc1 \u
263 ?i zna\uc1 \u269 ?aj u odnosu na ranije poslovanje. Drugim re\uc1 \u269 ?ima
\uc1 \u8211 ?veoma razma\uc1 \u382 ?en od strane nudilaca usluga. }{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }
\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
U u\uc1
\u382 ?urbanom svetu kreiranje usluge podrazumeva oslu\uc1 \u353 ?kivanja potre
ba i ponudu upravo onoga \uc1 \u353 ?to je neophodno. To predstavlja razumevanje
\uc1 \u382 ?elja i pronala\uc1 \u382 ?enje na\uc1 \u269 ?ina zadovoljavanja. To
bi se u svetu marketinga preto\uc1 \u269 ?ilo u neki vid marketing istra\uc1 \u
382 ?ivanja. Propagandne poruke, flajeri, bro\uc1 \u353 ?ure, internet blogovi\u
c1 \u8230 ?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe
1033 \langfenp1033 \line }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \lang
np2074 \langfe1033 \langfenp1033 samo su sredstva ostvarenja ciljeva}{\fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \ri
n0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af
0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Sama
kompanija \uc1 \u263 ?e, u skladu sa finansijskim mogu\uc1 \u263 ?nostima i pol
itikom preduze\uc1 \u263 ?a, izdvojiti od neznatnog pa do pozama\uc1 \u353 ?nog
iznosa nov\uc1 \u269 ?anih sredstava, koji predstavljaju \uc1 \u269 ?istu invest
iciju ako se poklope pravi izbori na\uc1 \u269 ?ina prezentacije.}{\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\
pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Ukolik
o Vojvo\uc1 \u273 ?anska banka nije sposobna da to u\uc1 \u269 ?ini sama tj. mar
keting menad\uc1 \u382 ?eri imaju potrebu za dodatnim informacijama, tada \uc1
\u263 ?e se okrenuti spolja\uc1 \u353 ?njem izvoru i potra\uc1 \u382 ?iti uslug
e od agencija. Vr\uc1 \u353 ?i se izbor samog tr\uc1 \u382 ?i\uc1 \u353 ?ta, seg
mentacija i pronala\uc1 \u382 ?enje ciljnih grupa, zatim se bira na\uc1 \u269 ?i
n ispitivanja-anketama, upitnicima; direktno ili indirektno, i nakon dovoljno pr
ikupljenih informacija sa\uc1 \u269 ?ini se elaborat koji bi trebalo da sadr\uc1
\u382 ?i grafi\uc1 \u269 ?ke prikaze i obra\uc1 \u273 ?ene podatke sa konkretni
m predlozima kao odgovorima na temu tj. postavljeno pitanje.}{\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard
\plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap
0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Na taj na\uc1 \
u269 ?in je bli\uc1 \u382 ?e kreiranju same usluge-jer osnovni problem jeste upr
avo karakter usluge koju je te\uc1 \u353 ?ko definisati i sami potro\uc1 \u353
?a\uc1 \u269 ?i, kojim je te\uc1 \u353 ?ko ugoditi.}{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \q
j \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \
lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loc
h \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 }{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \pla
in \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \f
s24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Konkurentan na\uc1
\u269 ?in poslovanja zahteva neprestano inoviranje. Treba uvek spremno odgovori
ti na novinu koju je konkurent ponudio, a u isto vreme ostati prepoznatljiv, kre
ativan- a nov.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lan
gfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \asp
num \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \lan
gfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe10
33 \langfenp1033 To je jako te\uc1 \u353 ?ko. Mnogo toga je ve\uc1 \u263 ? na tr
\uc1 \u382 ?i\uc1 \u353 ?tu i malo je prostora za drasti\uc1 \u269 ?ne promene.
One su se dogodile pojavom masovne upotrebe kompjutera, te je danas uslu\uc1 \u3
82 ?ni sektor nezamisliv bez elektronskog poslovanja. Ali isto je neophodno vr\u
c1 \u353 ?iti istra\uc1 \u382 ?ivanje samih konkurenata-prona\uc1 \u263 ?i praza
n prostor za mogu\uc1 \u263 ?e delovanje, prona\uc1 \u263 ?i im mane, preduhitri
ti ih. Zbog takvog razmi\uc1 \u353 ?ljanja industrijski svet kao jedan od najte\
uc1 \u382 ?ih problema upravo ima industrijsku \uc1 \u353 ?pijuna\uc1 \u382 ?u.}
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfe
np1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustrigh
t \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp103
3
Ali pre svega uvek znati gde je kompanija pozicionirana u svetu biznisa, ka
kve klijente ima, koje su joj prednosti a koje mane. Samokriti\uc1 \u269 ?ko sag
ledavanje jedino mo\uc1 \u382 ?e dovesti do boljitka. Ako spozna\uc1 \u353 ? svo
a\uc1 \u269 ?in ure\uc1 \u273 ?enja poslovnog prostora predstavlja\uc1 \u263 ?e
izbor menad\uc1 \u382 ?menta, i to \uc1 \u263 ?e, tako\uc1 \u273 ?e, biti deo od
abrane putanje ka izgradnji imid\uc1 \u382 ?a. }{\fs20 \dbch \af0 \hich \af7 \lo
ch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \l
i0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang
3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \line }{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 U zavisnosti od
klijentele utisak koji \uc1 \u263 ?e ostaviti mo\uc1 \u382 ?e biti: elegancija,
profesionalizam, srda\uc1 \u269 ?nost, toplina, hladno\uc1 \u263 ?a\uc1 \u8230 ?
Od tog izbora zavisi\uc1 \u263 ?e i reakcije: poverenje, sigurnost, zabrinutost\
uc1 \u8230 ?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langf
e1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnu
m \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langf
enp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033 Negativne reakcije samo su odraz nestru\uc1 \u269 ?nosti i neflek
sibilnosti da se iza\uc1 \u273 ?e u susret klijentima. Ali u krajnjem slu\uc1 \u
269 ?aju nemogu\uc1 \u263 ?e je svakome ugoditi.}{\fs20 \dbch \af0 \hich \af7 \l
och \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \
li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lan
g3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \
f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Cene i njihovo obrazovanje im
a va\uc1 \u382 ?nu ulogu za strategiju poslovanja.}{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Opredeljenje \uc1 \u8211 ?d
a li pove\uc1 \u263 ?ati obim potro\uc1 \u353 ?a\uc1 \u269 ?a, pove\uc1 \u263 ?a
ti profit ili postati lider u kvalitetu usmeri\uc1 \u263 ?e poslovanje.}{\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \
par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 U dana
\uc1 \u353 ?nje vreme, vreme globalne krize, neosporno je da lista prioriteta pr
ose\uc1 \u269 ?nog klijenta mo\uc1 \u382 ?e da se svede na \uc1 \u353 ?to manje
tro\uc1 \u353 ?kove tj. \uc1 \u353 ?to ni\uc1 \u382 ?e kamate, povoljnije kredit
e, dodatne usluge, beskamatne rate. To nije cilj kompanije i ona mora prona\uc1
\u263 ?i na\uc1 \u269 ?in da ugodi zahtevima, jer \uc1 \u263 ?e ostati bez klije
nta ukoliko konkurent ponudi bolje re\uc1 \u353 ?enje. Tada \uc1 \u263 ?e pribe\
uc1 \u263 ?i zakidanju na nekim drugim tro\uc1 \u353 ?kovima ili promeni strateg
ije.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \l
angfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjus
tright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfe
np1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustrigh
t \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp103
3
Osavremenjivanjem bankarskog sistema u\uc1 \u353 ?li smo u period velikih
izbora. Banke pro\uc1 \u353 ?iruju svoju delatnost, menjaju se i upravljaju ka
klijentima. U trci za \uc1 \u353 ?to ve\uc1 \u263 ?im brojem potro\uc1 \u353 ?a\
uc1 \u269 ?a usmereni su na pove\uc1 \u263 ?anje kvaliteta, \uc1 \u353 ?to bolju
komunikaciju sa klijentima, sve ve\uc1 \u263 ?e ogla\uc1 \u353 ?avanje. Marketi
ng, kao bitan faktor uspeha savremenog sveta, nije vi\uc1 \u353 ?e orjentisan sa
mo na informisanje o postojanju kompanija. Zna\uc1 \u269 ?ajna je uloga u obave\
uc1 \u353 ?tavanju o pogodnostima, stvaranju imid\uc1 \u382 ?a, pronala\uc1 \u38
2 ?enju ciljnih grupa, edukovanju samih zaposlenih o na\uc1 \u269 ?inu opho\uc1
\u273 ?enja sa strankama.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \lang
np2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \as
palpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \lang
fe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp207
4 \langfe1033 \langfenp1033
Da bi se sve to sprovelo prvenstveno mora da po
stoji zadovoljstvo i saradnja u okviru kolektiva. Kolektiv Vojvo\uc1 \u273 ?ansk
e banke u proteklih nekoliko godina drasti\uc1 \u269 ?no je smanjen. Razlog tome
bila je promena menad\uc1 \u382 ?menta ali i osavremanjivanje. Zaposleni koji d
anas rade mogu se pohvaliti nagra\uc1 \u273 ?ivanjem, povi\uc1 \u353 ?icama, nag
radnim putovanjima, seminarima. Kredibilitet banke prvenstveno je baziran na kva
litetu i profesionalnosti i vremenom se nadogra\uc1 \u273 ?uje. Ali jednom prone
vereno poverenje te\uc1 \u353 ?ko se ponovo sti\uc1 \u269 ?e.}{\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard
\plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \ita
p0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Da bi se pr
ibli\uc1 \u382 ?ilo klijentu osim osmeha neophodno je ume\uc1 \u263 ?e i znanjeprvenstveno njegovih \uc1 \u382 ?elja i potreba. Anketa, istra\uc1 \u382 ?ivanja
ili povratne reakcije va\uc1 \u382 ?ne su u pronala\uc1 \u382 ?enju re\uc1 \u35
3 ?enja. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe10
33 \langfenp1033 \line }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp
2074 \langfe1033 \langfenp1033 Klijenti ponekad umeju da predstavljaju konkurent
e. To je pokazatelj koliko je klijent postao zahtevan i koliko i sam sposoban da
donosi odluke, procenjuje rizike, obavi uslugu.}{\cs17 \fs20 \dbch \af0 \hich
\af7 \loch \af7 \lang2074 \langnp2074 \super1 \chftn {\footnote \pard \plain \s2
4 \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs20 \
lang3098 \langnp3098 \langfe1033 \langfenp1033 {\cs17 \super1 \chftn }{\fs20 \la
ng3098 \langnp3098 \langfe1033 \langfenp1033 }{\fs16 \dbch \af0 \hich \af7 \loc
h \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 U odnosu na ranije periode
, komitent je u svakom slu\uc1 \u269 ?aju po\uc1 \u353 ?te\uc1 \u273 ?en rizika
dr\uc1 \u382 ?anja novca u njegovom prvobitnom obliku koji ga je primoravao da
svoje nov\uc1 \u269 ?ane transakcije obavlja li\uc1 \u269 ?no ili putem posredni
ka. Danas je u mogu\uc1 \u263 ?nosti da konzumira osve\uc1 \u382 ?enje, posmatra
tv-program i kupi bilo \uc1 \u353 ?ta \uc1 \u353 ?to mu se svidi tako \uc1 \u35
3 ?to \uc1 \u263 ?e okrenuti broj telefona ili popuniti Internet formular. Siste
m digitalnog novca, baziranog na elektronskim nov\uc1 \u269 ?anicama, digitalnim
putem je sme\uc1 \u353 ?ten na disk ra\uc1 \u269 ?unara ili mikro\uc1 \u269 ?ip
kartice bilo da je u pitanju inteligentna kartica, digitalni novac ili mikro tr
ansakcija}{\cs17 \fs16 \dbch \af0 \hich \af7 \loch \af7 \lang2074 \langnp2074 \s
uper1 \chftn }{\fs16 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lang
fe1033 \langfenp1033 .}}}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langn
p2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \asp
alpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langf
e1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033
}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074
\langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlp
ar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098
\langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \lan
gnp2074 \langfe1033 \langfenp1033
Na osnovu prethodno re\uc1 \u269 ?enog }{\i
1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 kvalitet usluga}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp
2074 \langfe1033 \langfenp1033 bi trebalo da je najva\uc1 \u382 ?niji uslu\uc1
\u382 ?noj organizaciji i ako se ne shvati kao kontinuiran proces neminovno je d
a \uc1 \u263 ?e takva organizacija brzo propasti. }{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0
\ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang30
98 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7
\lang2074 \langnp2074 \langfe1033 \langfenp1033
Kvalitet \uc1 \u269 ?esto slu
\uc1 \u382 ?i kao \uc1 \u8217 ?reper\uc1 \u8217 ? menad\uc1 \u382 ?mentu- gde se
ta firma nalazi u datom trenutku po stepenu konkurentnosti. To je pokreta\uc1 \
u269 ? koji neprestano tra\uc1 \u382 ?i promene, usavr\uc1 \u353 ?avanje, planir
anje, izgradnju novih sistema, na\uc1 \u269 ?ina, odr\uc1 \u382 ?avanje postoje\
uc1 \u263 ?ih; nove pristupe klijentima, nove standarde pa i samu ma\uc1 \u353 ?
tu.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \la
ngfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjust
right \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfen
p1033 }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033 \line }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp20
74 \langfe1033 \langfenp1033
Kreativnost je neminovna stavka kod ne\uc1 \u2
69 ?ega tako neodre\uc1 \u273 ?enog i tako podlo\uc1 \u382 ?nog promenama. Dovol
jno je da se uzme u obzir broj klijenata, ako je re\uc1 \u269 ? o banci, i razmi
sli koliko ljudi ima mi\uc1 \u353 ?ljenje o ne\uc1 \u269 ?emu \uc1 \u353 ?to je
ponudila. A neprestano ponavljanje dovodi do monotonije i stagniranja.}{\fs20 \d
bch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \
rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
}{\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1
033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \
lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \
par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }
\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Mi\uc1 \u
353 ?ljenja mnogih koji se bave kvalitetom usluge jeste da ona mo\uc1 \u382 ?e d
a se do\uc1 \u382 ?ivi kroz nekoliko podru\uc1 \u269 ?ja:}{\fs20 \dbch \af0 \hic
h \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \pl
ain \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1590
\rin0 \jclisttab \tx1590 \itap0 \ls8 \fs24 \lang3098 \langnp3098 \langfe1033 \la
ngfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \lang
fenp1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \lan
gnp2074 \langfe1033 \langfenp1033 Uslu\uc1 \u382 ?ni susret}{\fs20 \dbch \af0 \h
ich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \
plain \qj \fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin159
0 \rin0 \jclisttab \tx1590 \itap0 \ls8 \fs24 \lang3098 \langnp3098 \langfe1033 \
langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \la
ngfenp1033 \f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \l
angnp2074 \langfe1033 \langfenp1033 Dizajn usluge}{\fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\fi-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1590 \rin0 \j
clisttab \tx1590 \itap0 \ls8 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp10
33 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
\f3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 Produktivnost usluge}{\fs20 \dbch \af0 \hich \af7 \loc
h \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi
-510 \li1590 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1590 \rin0 \jcli
sttab \tx1590 \itap0 \ls8 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f
3 \'a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \la
ngfe1033 \langfenp1033 Uslu\uc1 \u382 ?ne organizacije i kulture\uc1 \u8230 ?}{\
fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp
1033 \par }\pard \plain \qj \li1080 \ri0 \widctlpar \aspalpha \aspnum \adjustrig
ht \lin1080 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfen
p1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Svaka firma koja \uc1 \u382 ?eli trajni odnos sa potro\uc1 \u353 ?a\uc1 \u26
9 ?em a naro\uc1 \u269 ?ito ona koja zbog svog karaktera ima direktan }{\i1 \fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp103
3 kontakt}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe10
33 \langfenp1033 prilikom pru\uc1 \u382 ?anja usluge, mora posebnu pa\uc1 \u382
?nju da posveti uslu\uc1 \u382 ?nom kontaktu. Neki nau\uc1 \u269 ?nici nagla\uc
1 \u353 ?avaju da je nekoliko prvih sekundi od presudnog zna\uc1 \u269 ?aja za s
ticanje utiska i opredeljivanja za budu\uc1 \u263 ?u saradnju. Nekada nije samo
bitno uspe\uc1 \u353 ?no pru\uc1 \u382 ?iti uslugu ve\uc1 \u263 ? izgraditi na\u
c1 \u269 ?ine za dugoro\uc1 \u269 ?nu saradnju.}{\fs20 \dbch \af0 \hich \af7 \lo
ch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \l
i0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang
3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \line }{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Ali ono \uc1 \u3
53 ?to mora ostati konstanta jeste da proizvod tj. usluga sama po sebi mora imat
i kvalitet.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe
1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum
\adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfe
np1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033
Strategija }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang207
4 \langnp2074 \langfe1033 \langfenp1033 dizajniranja}{\fs20 \dbch \af0 \hich \af
7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 usluga odgovara na
pitanje:}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe103
3 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjus
tright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfe
np1033 Da li se ostvaruje maksimalna efikasnost zadovoljenja potrebe klijenata,
potro\uc1 \u353 ?a\uc1 \u269 ?a? }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang20
74 \langnp2074 \langfe1033 \langfenp1033 \line }{\fs20 \dbch \af0 \hich \af7 \lo
ch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Uslu\uc1 \u382 ?na }{\
i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \lang
fenp1033 produktivnost}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2
074 \langfe1033 \langfenp1033 predstavlja odnos izme\uc1 \u273 ?u kvaliteta i k
vantiteta proizvedene robe i usluge i koli\uc1 \u269 ?ine kori\uc1 \u353 ?\uc1 \
u263 ?enih resursa za njihovu proizvodnju i isporuku.}{\fs20 \dbch \af0 \hich \
af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain
\qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs2
4 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Organizaciona }{\i1
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfen
p1033 kultura}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lang
fe1033 \langfenp1033 je od va\uc1 \u382 ?nosti za svaki segment poslovanja. Ali
naravno, potro\uc1 \u353 ?a\uc1 \u269 ? daje kona\uc1 \u269 ?nu re\uc1 \u269 ?
i treba osmisliti takvu strategiju koja \uc1 \u263 ?e privu\uc1 \u269 ?ene potro
\uc1 \u353 ?a\uc1 \u269 ?e zadr\uc1 \u382 ?ati, zadovoljiti i privu\uc1 \u263 ?i
nove. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \ad
justright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp10
33 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \lan
gfenp1033
I do sada je re\uc1 \u269 ?eno o na\uc1 \u269 ?inima zadovoljavanja
potreba ali ne sme se zaboraviti da presudnu ulogu ima psiholo\uc1 \u353 ?ki as
pekt potro\uc1 \u353 ?a\uc1 \u269 ?a. Ukoliko se potro\uc1 \u353 ?a\uc1 \u269 ?
dobro upozna postoje mnogi na\uc1 \u269 ?ini da se stvori slika da se njegove po
trebe zadovoljavaju \uc1 \u8211 ?\uc1 \u353 ?to je pogre\uc1 \u353 ?na postavka.
Sve je vi\uc1 \u353 ?e na\uc1 \u269 ?ina da potro\uc1 \u353 ?a\uc1 \u269 ? bude
na lep na\uc1 \u269 ?in nagovoren, odnosno, da mu se kreiraju potrebe.}{\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \
par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
sttext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'
a6\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe
1033 \langfenp1033 Osetljivost }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074
\langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-510 \li1590 \r
i0 \widctlpar \aspalpha \aspnum \adjustright \lin1590 \rin0 \jclisttab \tx1590 \
itap0 \ls9 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \par
d \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'a6\'00\tab
}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 Komunikativnost}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp
2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-510 \li1590 \ri0 \widc
tlpar \aspalpha \aspnum \adjustright \lin1590 \rin0 \jclisttab \tx1590 \itap0 \l
s9 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain
\fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'a6\'00\tab }{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Kompetentnost\uc1 \u8230 ?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \lan
gnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \a
spalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \lan
gfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp20
74 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalp
ha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe10
33 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp207
4 \langfe1033 \langfenp1033 Pouzdanost}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang2074 \langnp2074 \langfe1033 \langfenp1033 -sposobnost da se ta\uc1 \u269 ?no
i dosledno pru\uc1 \u382 ?i odre\uc1 \u273 ?ena, vrlo \uc1 \u269 ?esto, obe\uc1
\u263 ?ana usluga. To podrazumeva pru\uc1 \u382 ?anje usluge na vreme, obe\uc1
\u263 ?anog kvaliteta i na pravi na\uc1 \u269 ?in.}{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Sigurnost}{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 -oslob
a\uc1 \u273 ?anje od rizika, opasnosti i neizvesnosti.}{\fs20 \dbch \af0 \hich \
af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain
\qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs2
4 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \a
f7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Kurtoaznost}{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
\uc1 \u8211 ?u\uc1 \u269 ?tivost, respekt, prijateljsko ose\uc1 \u263 ?anje. Ob
zirnost prema klijentu i njegovoj imovini.}{\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \r
i0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098
\langnp3098 \langfe1033 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7
\lang2074 \langnp2074 \langfe1033 \langfenp1033 Pristupa\uc1 \u269 ?nost}{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
-olak\uc1 \u353 ?ava kontakt. Bez mnogo \uc1 \u269 ?ekanja i nepotrebne aroganc
ije.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \l
angfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjus
tright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \la
ngfenp1033 Kredibilitet}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp
2074 \langfe1033 \langfenp1033 -postojanost, solventnost, poverenje. To je od ve
like va\uc1 \u382 ?nosti ozbiljnim kompanijama.}{\fs20 \dbch \af0 \hich \af7 \lo
ch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \l
i0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang
3098 \langnp3098 \langfe1033 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \loc
h \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Opipljivost}{\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 -fizi\u
c1 \u269 ?ki dokazi opreme i tehnologije, pojavne oblike kompanije koji predstav
ljaju prezentaciju sa kim se ulazi u poslovne odnose.}{\fs20 \dbch \af0 \hich \a
f7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain
\qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24
\lang3098 \langnp3098 \langfe1033 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af
7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Osetljivost}{\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 spremnost i odlu\uc1 \u269 ?nost osoblja. Brzo i fleksibilno pru\uc1 \u382 ?iti
pomo\uc1 \u263 ?.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \
langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \
aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \
langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \l
angfe1033 \langfenp1033 Komunikativnost}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \
lang2074 \langnp2074 \langfe1033 \langfenp1033 \uc1 \u8211 ?\uc1 \u269 ?ini pot
ro\uc1 \u353 ?a\uc1 \u269 ?e dobro informisanim i u toku. Jednostavnim jezikom p
redo\uc1 \u269 ?iti va\uc1 \u382 ?ne informacije.}{\fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \la
ng3098 \langnp3098 \langfe1033 \langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \l
och \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Kompetentnost}{\fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 - p
osedovanje znanja i ve\uc1 \u353 ?tina za izvr\uc1 \u353 ?enje usluga. To podraz
umeva osoblje u direktno kontaktu sa potro\uc1 \u353 ?a\uc1 \u269 ?ima kao i men
ad\uc1 \u382 ?ment.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha
\aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033
\langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lan
gfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \asp
num \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \lan
gfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe10
33 \langfenp1033
Ono \uc1 \u353 ?to je klijentu od va\uc1 \u382 ?nosti jeste
da posluje sa }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 pouzdanim}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2074 \langnp2074 \langfe1033 \langfenp1033 organizacijama, da u mno\uc1 \u353
?tvu usluga koje se nude postoji }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang2074 \langnp2074 \langfe1033 \langfenp1033 spremnost}{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 da se ba\uc1 \u3
53 ? njemu iza\uc1 \u273 ?e u susret i zadovolje prohtevi, da nailazi na ljubazn
ost i }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1
033 \langfenp1033 uslu\uc1 \u382 ?nost}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang2074 \langnp2074 \langfe1033 \langfenp1033 i da mu je }{\i1 \fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 udobnost
}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 tj. lagodnost prilikom kontakata ili transakcija omogu\uc1 \u263 ?ena.}{
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfen
p1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
\par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin
0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Prilikom pru\uc1 \u382 ?anja usluga mogu\uc1 \u263 ?e je da se pojave odre\uc1 \
u273 ?eni problemi koji \uc1 \u263 ?e tada predstavljati indikatore da u poslova
nju odre\uc1 \u273 ?ene kompanije ne\uc1 \u353 ?to nije kako treba.}{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin
0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Postoje na
\uc1 \u269 ?ini da se analizira tj. prati konstante koje do toga mogu dovesti.}{
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfen
p1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Usluga, kao \uc1 \u353 ?to je re\uc1 \u269 ?eno, nije opipljiva-to predstavlja
ote\uc1 \u382 ?avaju\uc1 \u263 ?u okolnost. Ne postoje delovi proizvoda koji se
mogu zameniti ako imaju gre\uc1 \u353 ?ku. Neophodno je shvatiti na\uc1 \u269 ?i
n na koji potro\uc1 \u353 ?a\uc1 \u269 ?i opa\uc1 \u382 ?aju i do\uc1 \u382 ?ivl
javaju uslugu i uslu\uc1 \u382 ?ni kvalitet. To je usko povezano sa percepcijom
koja proizilazi iz o\uc1 \u269 ?ekivanja.}{\fs20 \dbch \af0 \hich \af7 \loch \f7
\lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri
0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \
langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2074 \langnp2074 \langfe1033 \langfenp1033 \line }{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 I na kraju ta usluga
biva ocenjena u zavisnosti koliko je uspela da zadovolji kriterijume. Ali ne sa
mo na osnovu rezultata nego i na osnovu sveop\uc1 \u353 ?teg utiska koji obuhvat
a i samo pru\uc1 \u382 ?anje usluge.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \wi
dctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langn
p3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074
\langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlp
ar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098
\langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \lan
gnp2074 \langfe1033 \langfenp1033 Da bi menad\uc1 \u382 ?ment shvatio gde se pr
oblem javlja neophodno je da sagleda nekoliko aspekata:}{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \pla
in \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \f
s24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \q
j \fi-360 \li1440 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0
\jclisttab \tx1440 \itap0 \ls10 \fs24 \lang3098 \langnp3098 \langfe1033 \langfen
p1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 \f3 e\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 Da li postoje odstupanja izme\uc1 \u273 ?u o\uc1 \u269
?ekivanja potro\uc1 \u353 ?a\uc1 \u269 ?a i onoga \uc1 \u353 ?to kompanija smat
ra da su o\uc1 \u269 ?ekivanja ?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang207
4 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360 \li1440 \
ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1440 \rin0 \jclisttab \tx1440
\itap0 \ls10 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \p
ard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\'00\tab }
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfe
np1033 Da li su specifikacije kvaliteta usluge konzistentne percepciji menad\uc1
\u382 ?menta?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lan
gfe1033 \langfenp1033 \par }\pard \plain \qj \fi-360 \li1440 \ri0 \widctlpar \as
palpha \aspnum \adjustright \lin1440 \rin0 \jclisttab \tx1440 \itap0 \ls10 \fs24
\lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \
lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 e\'00\tab }{\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Da li je os
oblje dovoljno kompetentno da do kraja realizuje specifikaciju usluge?}{\fs20 \d
bch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qj \fi-360 \li1440 \ri0 \widctlpar \aspalpha \aspnum \adjustri
ght \lin1440 \rin0 \jclisttab \tx1440 \itap0 \ls10 \fs24 \lang3098 \langnp3098 \
langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \la
ngfe1033 \langfenp1033 \f3 e\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \la
ng2074 \langnp2074 \langfe1033 \langfenp1033 Da li postoji sposobnost da se ispo
ru\uc1 \u269 ?i obe\uc1 \u263 ?an kvalitet usluge?...}{\fs20 \dbch \af0 \hich \a
f7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain
\qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24
\lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \l
och \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \
fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1260 \rin0 \jc
listtab \tx1247 \itap0 \ls11 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp10
33 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
\f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 U prvom slu\uc1 \u269 ?aju bi bila po\uc1 \u382 ?eljna
promena u menad\uc1 \u382 ?mentu jer nije u stanju da opazi ili oslu\uc1 \u353
?kuje potrebe potro\uc1 \u353 ?a\uc1 \u269 ?a, u drugom slu\uc1 \u269 ?aju kvali
tet se ne nalazi na vrhu prioriteta kompanije, \uc1 \u353 ?to je uvek pogre\uc1
\u353 ?no. Sposobnost ili bolje re\uc1 \u263 ?i nesposobnost osoblja predstavlja
ko\uc1 \u269 ?nicu u realizaciji planiranog i tada je vrlo te\uc1 \u353 ?ko \uc
1 \u8217 ?izneti\uc1 \u8217 ? uslugu do kraja kada od najslabije karike zavisi c
elokupan proces. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \
langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \
aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \
langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langf
e1033 \langfenp1033 \par }\pard \plain \s22 \qc \li0 \ri0 \widctlpar \aspalpha \
aspnum \adjustright \lin0 \rin0 \itap0 \b1 \fs40 \lang1060 \langnp1060 \langfe10
33 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp106
0 \langfe1033 \langfenp1033 \par }\pard \plain \s22 \ql \li0 \ri0 \widctlpar \as
palpha \aspnum \adjustright \lin0 \rin0 \itap0 \b1 \fs40 \lang1060 \langnp1060 \
langfe1033 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \l
angnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s22 \ql \li0 \ri0 \widct
lpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \b1 \fs40 \lang1060 \lang
np1060 \langfe1033 \langfenp1033 {\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lan
g1060 \langnp1060 \langfe1033 \langfenp1033 Izgradnja odnosa sa potro\uc1 \u353
?a\uc1 \u269 ?ima}{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \a
spalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \lan
gfe1033 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \lang
np2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpa
r \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060
\langfe1033 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \
langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi720 \li0 \ri
0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \
langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2058 \langnp2058 \langfe1033 \langfenp1033 Kada potro\uc1 \u353 ?a\uc1 \u269 ?
nai\uc1 \u273 ?e na novi tip investicije u okviru finansijske institucije, mora
imati nekoliko sastanaka sa finansijskim savetnikom kako bi bio siguran koji pro
izvod zadovoljava njegove potrebe. Sastanak se mo\uc1 \u382 ?e zakazati telefono
m, a mo\uc1 \u382 ?e biti i drugih telefonskih razgovora pre potpisivanja ugovor
a za investiranje. U ovom periodu potro\uc1 \u353 ?a\uc1 \u269 ? je uklju\uc1 \u
269 ?en u transakciju i svaki put kada se sretne sa finansijskim savetnikom, de\
uc1 \u353 ?ava se kontakt. Ako se periodom transakcije dobro upravlja, potro\uc1
\u353 ?a\uc1 \u269 ? \uc1 \u263 ?e se verovatno vratiti kod istog savetnika kad
a mu ustreba sli\uc1 \u269 ?na usluga. Zna\uc1 \u269 ?i, veza se nastavlja i kad
a se pojavi novi transakcioni period.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \la
ng2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi720
\li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \la
ng1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 Ovo ilustruje kako se veza i
zme\uc1 \u273 ?u pojedinca i finansijske institucije mo\uc1 \u382 ?e razbiti u s
eriju opa\uc1 \u382 ?enih transakcionih perioda. Transakcioni period, opet, mo\u
c1 \u382 ?e se podeliti na seriju kontakata. Kriti\uc1 \u269 ?ni element kontakt
a je \uc1 \u8220 ?trenutak istine\uc1 \u8221 ? ili \uc1 \u8220 ?uslu\uc1 \u382 ?
ni susret\uc1 \u8221 ?. To je ta\uc1 \u269 ?ka direktnog kontakta potro\uc1 \u35
3 ?a\uc1 \u269 ?a i finansijske institucije. Inetrakcija mo\uc1 \u382 ?e imati v
i\uc1 \u353 ?e razli\uc1 \u269 ?itih formi. Na primer, potro\uc1 \u353 ?a\uc1 \u
269 ? mo\uc1 \u382 ?e komunicirati sa personalom \uc1 \u8220 ?licem u lice\uc1 \
u8221 ?, telefonom, pismom, ili mo\uc1 \u382 ?e komunicirati preko ATM ili neke
druge tehnologije.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058
\langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe
1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058
\langfe1033 \langfenp1033 Svaki put kada se desi kontakt ili interakcija, postoj
i mogu\uc1 \u263 ?nost da potro\uc1 \u353 ?a\uc1 \u269 ? proceni nivo pru\uc1 \u
382 ?ene usluge i da formira mi\uc1 \u353 ?ljenje o celokupnoj vezi sa pru\uc1 \
u382 ?aocem finansijske usluge. Va\uc1 \u382 ?no je da finansijske institucije r
azumeju kroz \uc1 \u353 ?ta potro\uc1 \u353 ?a\uc1 \u269 ? prolazi tokom uslu\uc
1 \u382 ?nog susreta, kako bi veza sa potro\uc1 \u353 ?a\uc1 \u269 ?em bila pobo
lj\uc1 \u353 ?ana i prolongirana}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang205
8 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \w
idctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \lang
np1060 \langfe1033 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri
0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \
langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2058 \langnp2058 \langfe1033 \langfenp1033 Postoji ve\uc1 \u263 ?i broj koristi
vezan za zadr\uc1 \u382 ?avanje postoje\uc1 \u263 ?ih potro\uc1 \u353 ?a\uc1 \u
269 ?a i razvojem dugoro\uc1 \u269 ?nih veza.}{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj
\fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jc
listtab \tx360 \itap0 \ls12 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp103
3 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033
\f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1031 \langnp10
31 \langfe1033 \langfenp1033 Potrebno je vreme da se zarade pare od potro\uc1 \u
353 ?a\uc1 \u269 ?a}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1031 \langnp1031
\langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widc
tlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls1
2 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\listtext \pard \plain
\fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs
20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp10
33 Tro\uc1 \u353 ?kovi prodaje i marketinga se amortizuju tokom du\uc1 \u382 ?eg
\uc1 \u382 ?ivota potro\uc1 \u353 ?a\uc1 \u269 ?a }{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s
19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \ri
n0 \jclisttab \tx360 \itap0 \ls12 \fs28 \lang1060 \langnp1060 \langfe1033 \langf
enp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfen
p1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \la
ngnp2058 \langfe1033 \langfenp1033 Stalni potro\uc1 \u353 ?a\uc1 \u269 ?i stvar
aju ni\uc1 \u382 ?e tro\uc1 \u353 ?kove }{\i1 \fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj
\fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jcl
isttab \tx360 \itap0 \ls12 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033
{\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \
f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp205
8 \langfe1033 \langfenp1033 Pru\uc1 \u382 ?anje mogu\uc1 \u263 ?nosti za cross-s
elling \uc1 \u353 ?to vodi do ve\uc1 \u263 ?ih tro\uc1 \u353 ?kova potro\uc1 \u3
53 ?a\uc1 \u269 ?a tokom Odvra\uc1 \u263 ?anje od }{\i1 \fs20 \dbch \af0 \hich \
af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain
\s19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360
\rin0 \jclisttab \tx360 \itap0 \ls12 \fs28 \lang1060 \langnp1060 \langfe1033 \la
ngfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \lang
fenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058
\langnp2058 \langfe1033 \langfenp1033 Mogu\uc1 \u263 ?nost izgradnje veza sa vi\
uc1 \u353 ?e generacija}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp
2058 \langfe1033 \langfenp1033 }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-360
\li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclisttab \
tx360 \itap0 \ls12 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\listt
ext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b7\
'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langf
e1033 \langfenp1033 Zadovoljni potro\uc1 \u353 ?a\uc1 \u269 ?i obra\uc1 \u263 ?a
ju se drugim ljudima a mogu biti voljni da plate premiju}{\i1 \fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard
\plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard
\plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 Ako potro\uc
1 \u353 ?a\uc1 \u269 ? postane nezadovoljan bilo kojim aspektom veze sa finansij
skom institucijom i ulo\uc1 \u382 ?i \uc1 \u382 ?albu, va\uc1 \u382 ?no je postu
piti tako da se potro\uc1 \u353 ?a\uc1 \u269 ? spre\uc1 \u269 ?i da napusti orga
nizaciju. Klju\uc1 \u269 ?ni faktori koji odre\uc1 \u273 ?uju kona\uc1 \u269 ?n
i uspeh veze su: razumevanje prirode i uloge poverenja, uloga zaposlenih i uprav
ljanje \uc1 \u382 ?albama potro\uc1 \u353 ?a\uc1 \u269 ?a. }{\fs20 \dbch \af0 \h
ich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \
plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \
itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \h
ich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 Nivo do kog j
e veza}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033
\langfenp1033 uspe\uc1 \u353 ?na zavisi\uc1 \u263 ?e, u velikoj meri, od povere
nja koje postoji izme\uc1 \u273 ?u potro\uc1 \u353 ?a\uc1 \u269 ?a i pru\uc1 \u3
82 ?aoca finansijske usluge. Poverenje je bitno za obe strane. Npr. u prijavi za
kredit, potro\uc1 \u353 ?a\uc1 \u269 ? mora da veruje Vojvo\uc1 \u273 ?anskoj b
anci da \uc1 \u263 ?e dobiti kredit na vreme, a Vojvo\uc1 \u273 ?anska banka mor
a da veruje potro\uc1 \u353 ?a\uc1 \u269 ?u da \uc1 \u263 ?e otplatiti kredit ka
ko je dogovoreno. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060
\langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widct
lpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls13
\fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\listtext \pard \plain \
fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp103
3 Opa\uc1 \u382 ?ani rizik}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \lan
gnp1060 \langfe1033 \langfenp1033 \uc1 \u8211 ?To su situacije u kojoj rizik ko
ji jedan snosi zavisi od u\uc1 \u269 ?inka drugog. U ovakvim slu\uc1 \u269 ?ajev
ima mora postojati poverenje. Finansijske institucije odgovorne su za novac svoj
ih potro\uc1 \u353 ?a\uc1 \u269 ?a, \uc1 \u269 ?esto i za njihovu finansijsku do
brobit. Za mnoge tipove investicija potro\uc1 \u353 ?a\uc1 \u269 ?i zavise od po
na\uc1 \u353 ?anja i performansi fondovskih menad\uc1 \u382 ?era. }{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }
\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustri
ght \lin360 \rin0 \jclisttab \tx360 \itap0 \ls13 \fs28 \lang1060 \langnp1060 \la
ngfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \lang
fe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 Ugovorno obezbe\uc1 \u273 ?enj
e}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \lang
fenp1033 \uc1 \u8211 ? su\uc1 \u353 ?tinski isklju\uc1 \u269 ?uje potrebu za po
verenjem. Oblik garancija, varanta i drugih inplicitnih i eksplicitnih obe\uc1 \
u263 ?anja. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langf
e1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widctlpar \
aspalpha \aspnum \adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls13 \fs28
\lang1060 \langnp1060 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \
lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 Pove
renje }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033
\langfenp1033 \uc1 \u8211 ? se javlja kada jedna osoba veruje u svoja o\uc1 \u26
9 ?ekivanja vezana za pona\uc1 \u353 ?anja drugog. Poverenje da \uc1 \u263 ?e fi
nansijska institucija po\uc1 \u353 ?tovati svoja obe\uc1 \u263 ?anja mo\uc1 \u38
2 ?e se izgraditi iz vi\uc1 \u353 ?e izvora. Ako potro\uc1 \u353 ?a\uc1 \u269 ?
ima predhodno iskustvo sa finansijskom institucijom, i zadovoljan je tim iskustv
om on ima razloga da veruje da \uc1 \u263 ?e biti zadovoljan i u slede\uc1 \u263
?oj situaciji. Predhodno pozitivno iskustvo redukuje rizik za potro\uc1 \u353 ?
a\uc1 \u269 ?a. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \l
angfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widctlp
ar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls13 \
fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs
28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20
\dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033
Korporativna kultura }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 \uc1 \u8211 ? sve finansijske institucije funkcioni
\uc1 \u353 ?u u istom okru\uc1 \u382 ?enju. Strategijska prednost mo\uc1 \u382 ?
e se dobiti iz specifi\uc1 \u269 ?nih osobina organizacije, kao \uc1 \u353 ?to j
e korporativna kultura. Ako je organizacija poznata po tome da investira u ljude
, ili da je osvojila nagradu za uslu\uc1 \u382 ?ni kvalitet, to \uc1 \u263 ?e po
ve\uc1 \u263 ?ati poverenje potro\uc1 \u353 ?a\uc1 \u269 ?a. }{\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard
\plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard
\plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 O\uc1 \u269
?ekivanja potro\uc1 \u353 ?a\uc1 \u269 ?a su razumna ali variraju zavisno od sp
ecifi\uc1 \u269 ?nih okolnosti i iskustva potro\uc1 \u353 ?a\uc1 \u269 ?a. Svaki
potro\uc1 \u353 ?a\uc1 \u269 ? ima \uc1 \u187 ?zonu tolerancije\uc1 \u171 ? koj
a osre\uc1 \u273 ?uje varijacije u o\uc1 \u269 ?ekivanom nivou usluge koju je po
tro\uc1 \u353 ?a\uc1 \u269 ? spreman da toleri\uc1 \u353 ?e. Kada su opcije ogra
ni\uc1 \u269 ?ene zone tolerancije su ve\uc1 \u263 ?e. U hitnim situacijama o\uc
1 \u269 ?ekivanja su obi\uc1 \u269 ?no vi\uc1 \u353 ?a od normalnih. }{\fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \pa
r }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \li
n0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \pa
r }\pard \plain \qj \li0 \ri0 \sl-250 \slmult0 \widctlpar \keepn1 \aspalpha \asp
num \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \lan
gfenp1033 {\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \lang
fe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \sl-250 \slmult0 \widctlpa
r \keepn1 \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \lan
gnp3098 \langfe1033 \langfenp1033 {\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \la
ng2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \s
l-250 \slmult0 \widctlpar \keepn1 \aspalpha \aspnum \adjustright \lin0 \rin0 \it
ap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\b1 \fs24 \dbch \af0
\hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 Kvalitet ba
nkarske usluge}{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098
\langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe
1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060
\langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe
1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060
\langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe
1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060
\langfe1033 \langfenp1033 Uslu\uc1 \u382 ?ni kvalitet \uc1 \u269 ?ini kvalitet p
rocesa, outputa, fizi\uc1 \u269 ?ki, interaktivni i korporativni kvalitet.}{\fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp103
3 \par }\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \
adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls14 \fs28 \lang1060 \langnp
1060 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7
\loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 Kvalitet procesa \uc1
\u8211 ? }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe10
lpha \aspnum \adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls15 \fs28 \la
ng1060 \langnp1060 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \lang
1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \a
f0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 Faktori
higijene-}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe10
33 \langfenp1033 predstavljaju minimum uslu\uc1 \u382 ?nog kvaliteta koji \uc1 \
u263 ?e potro\uc1 \u353 ?a\uc1 \u269 ? prihvatiti. }{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s
19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \ri
n0 \jclisttab \tx360 \itap0 \ls16 \fs28 \lang1060 \langnp1060 \langfe1033 \langf
enp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfen
p1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \la
ngnp1060 \langfe1033 \langfenp1033 Faktori unapre\uc1 \u273 ?enja }{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 su oni
faktori koji vode do zadovoljstva, kao \uc1 \u353 ?to je kada osoblje u filijal
i zapamti ime potro\uc1 \u353 ?a\uc1 \u269 ?a. Ako osoblje ne zapamti ime potro\
uc1 \u353 ?a\uc1 \u269 ?a, ovo ne\uc1 \u263 ?e dovesti do nezadovoljstva. }{\fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp103
3 \par }\pard \plain \s19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \
adjustright \lin360 \rin0 \jclisttab \tx360 \itap0 \ls16 \fs28 \lang1060 \langnp
1060 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7
\loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 Dualni pragovi }{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033
su faktori \uc1 \u269 ?ije propu\uc1 \u353 ?tanje \uc1 \u263 ?e dovesti do neza
dovoljstva, a isporuka iznad o\uc1 \u269 ?ekivanog nivoa kvaliteta \uc1 \u263 ?e
doprineti pozitivnoj percepciji potro\uc1 \u353 ?a\uc1 \u269 ?a. Npr. ako je os
oblje veoma prijatno prema potro\uc1 \u353 ?a\uc1 \u269 ?ima, to \uc1 \u263 ?e d
oprineti pozitivnom do\uc1 \u382 ?ivljaju. Me\uc1 \u273 ?utim, ako osoblje nije
neprijatno, potro\uc1 \u353 ?a\uc1 \u269 ?i ne\uc1 \u263 ?e biti nezadovoljni. }
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfe
np1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjus
tright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfe
np1033 Od pobolj\uc1 \u353 ?anja uslu\uc1 \u382 ?nog kvaliteta, mogu se o\uc1 \u
269 ?ekivati slede\uc1 \u263 ?e koristi:}{\fs20 \dbch \af0 \hich \af7 \loch \f7
\lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclistt
ab \tx360 \itap0 \ls17 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\l
isttext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \
'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \l
angfe1033 \langfenp1033 Kvalitetan prvi kontakt}{\fs20 \dbch \af0 \hich \af7 \lo
ch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 .}{\fs20 \dbch \af0 \hich
\af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \pla
in \s19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin36
0 \rin0 \jclisttab \tx360 \itap0 \ls17 \fs28 \lang1060 \langnp1060 \langfe1033 \
langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \la
ngfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang106
0 \langnp1060 \langfe1033 \langfenp1033 Pove\uc1 \u263 ?ana }{\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard
\plain \s19 \qj \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \l
in360 \rin0 \jclisttab \tx360 \itap0 \ls17 \fs28 \lang1060 \langnp1060 \langfe10
33 \langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033
\langfenp1033 \f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g1060 \langnp1060 \langfe1033 \langfenp1033 Vi\uc1 \u353 ?i moral osoblja}{\cs17
\i1 \fs20 \dbch \af0 \hich \af7 \loch \af7 \super1 \chftn {\footnote \pard \pla
in \s19 \ql \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \ita
p0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\cs17 \super1 \chftn }
{\i1 \fs16 \lang1060 \langnp1060 \langfe1033 \langfenp1033
Modifikatori \u
c1 \u8211 ? }{\fs16 \lang1060 \langnp1060 \langfe1033 \langfenp1033 jo\uc1 \u353
? jedna grupa zaposlenih koja je u \uc1 \u269 ?estom kontaktu sa potro\uc1 \u35
3 ?a\uc1 \u269 ?ima su modifikatori. Ova grupa uklju\uc1 \u269 ?uje recepcionere
, switchboard operatere i sekretarice. Iako ove osobe nisu direktno uklju\uc1 \u
269 ?ene u primenu marketing aktivnosti, ipak imaju zna\uc1 \u269 ?ajnu ulogu. O
ni moraju biti obu\uc1 \u269 ?eni da budu ljubazni, prijatni i predusretljivi pr
ema potrebama potro\uc1 \u353 ?a\uc1 \u269 ?a.}{\fs16 \lang1060 \langnp1060 \lan
gfe1033 \langfenp1033 \par }\pard \plain \s19 \ql \li0 \ri0 \widctlpar \aspalpha
\aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033
\langfenp1033 {\i1 \fs16 \lang1060 \langnp1060 \langfe1033 \langfenp1033
I
nfluenseri \uc1 \u8211 ? }{\fs16 \lang1060 \langnp1060 \langfe1033 \langfenp1033
to su ljudi uklju\uc1 \u269 ?eni u marketing aktivnosti, ali ne u direktnom kon
taktu sa potro\uc1 \u353 ?a\uc1 \u269 ?ima. Ovde spadaju ljudi koji rade u marke
ting istra\uc1 \u382 ?ivanju i odeljenjima za istra\uc1 \u382 ?ivanje i razvoj.
Iako oni nisu u svakodnevnom kontaktu sa potro\uc1 \u353 ?a\uc1 \u269 ?em, nivo
do kog su njihove aktivnosti fokusirane na potro\uc1 \u353 ?a\uc1 \u269 ?a mo\uc
1 \u382 ?e jako pobolj\uc1 \u353 ?ati vezu sa njima. }{\fs16 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 \line }{\fs16 \lang1060 \langnp1060 \langfe1033 \la
ngfenp1033
}{\i1 \fs16 \lang1060 \langnp1060 \langfe1033 \langfenp1033 Izol
ovani \uc1 \u8211 ? }{\fs16 \lang1060 \langnp1060 \langfe1033 \langfenp1033 ovo
su zaposleni koji obavljaju funkcije podr\uc1 \u353 ?ke kao \uc1 \u353 ?to su ob
rada podataka ili kadrovska slu\uc1 \u382 ?ba. Oni su \uc1 \u269 ?esto jako odvo
jeni od potro\uc1 \u353 ?a\uc1 \u269 ?a i svake markeeting aktivnosti, uglavnom
slu\uc1 \u382 ?e\uc1 \u263 ?i potrebama drugim zaposlenih u organizaciji \uc1 \u
8211 ? internim potro\uc1 \u353 ?a\uc1 \u269 ?ima. Uloga koju ovi zaposleni igra
ju je va\uc1 \u382 ?na zbog direktnog uticaja koji oni imaju na ukupnu vezu sa (
eksternim) potro\uc1 \u353 ?a\uc1 \u269 ?ima. Ovde je va\uc1 \u382 ?an koncept i
nternog marketinga. Interni marketing vidi zaposlene kao interne potro\uc1 \u353
?a\uc1 \u269 ?e, a njihove poslove kao interne proizvode. }{\fs16 \lang1060 \la
ngnp1060 \langfe1033 \langfenp1033 \par }}}{\i1 \fs20 \dbch \af0 \hich \af7 \loc
h \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \q
j \fi-360 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \j
clisttab \tx360 \itap0 \ls17 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp10
33 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033
\f2 \'b7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1
060 \langfe1033 \langfenp1033 Pobolj\uc1 \u353 ?anje korporativnog imid\uc1 \u38
2 ?a }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe10
33 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \asp
num \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \lan
gfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \lang
fe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha
\aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033
\langfenp1033 {\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \
langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspal
pha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1
033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \
langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspal
pha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1
033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \
langfe1033 \langfenp1033 Veze izme\uc1 \u273 ?u potro\uc1 \u353 ?a\uc1 \u269 ?a
i finansijskih institucija postale su otu\uc1 \u273 ?ene telefonom, pismo, preko
Interneta.: iako su istra\uc1 \u382 ?ivanja pokazala da li\uc1 \u269 ?ni kontak
t i humana dimenzija veze daje najbolje rezultate.. Va\uc1 \u382 ?no je da potro
\uc1 \u353 ?a\uc1 \u269 ? ose\uc1 \u263 ?a da je potreban organizaciji kao \uc1
\u353 ?to su i njemu potrebni njeni proizvodi i usluge \uc1 \u8211 ? potro\uc1 \
u353 ?a\uc1 \u269 ?i \uc1 \u382 ?ele da se ose\uc1 \u263 ?aju kako su vredni. }{
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfen
p1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjust
right \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfen
p1033 \par }\pard \plain \s19 \qj \fi-360 \li720 \ri0 \widctlpar \aspalpha \aspn
um \adjustright \lin720 \rin0 \tql \tx720 \itap0 \ls18 \fs28 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060
\langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 kreiranje internog okru\uc1
\u382 ?enja koji podr\uc1 \u382 ?ava svest o potro\uc1 \u353 ?a\uc1 \u269 ?ima}{
\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfen
p1033 \par }\pard \plain \s19 \qj \fi-360 \li720 \ri0 \widctlpar \aspalpha \aspn
um \adjustright \lin720 \rin0 \tql \tx720 \itap0 \ls18 \fs28 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060
\langfe1033 \langfenp1033 \f2 \'b7\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 usvajanje osoblja orijentisa
nog na potro\uc1 \u353 ?a\uc1 \u269 ?a i brigu o njemu}{\fs20 \dbch \af0 \hich \
af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain
\s19 \qj \fi-360 \li720 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin720
\rin0 \tql \tx720 \itap0 \ls18 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp
1033 {\listtext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp10
33 \f2 \'b7\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp106
0 \langfe1033 \langfenp1033 prodaja uslu\uc1 \u382 ?nih i marketing napora zapos
lenima preko programa obuke.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \l
angnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \widct
lpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp10
60 \langfe1033 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang106
0 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \ri0 \w
idctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060 \lang
np1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang106
0 \langnp1060 \langfe1033 \langfenp1033 Ako se ne postignu \uc1 \u382 ?eljeni ni
voi uslu\uc1 \u382 ?nog kvaliteta, potro\uc1 \u353 ?a\uc1 \u269 ?i \uc1 \u263 ?e
postati nezadovoljni i mogu s \uc1 \u382 ?aliti na lo\uc1 \u353 ?u uslugu i lo\
uc1 \u353 ? kvalitet. Nezadovoljni potro\uc1 \u353 ?a\uc1 \u269 ?i svoja iskustv
a \uc1 \u263 ?e ispri\uc1 \u269 ?ati drugima, kreiraju\uc1 \u263 ?i tako negativ
an word-of-mouth. Zato je va\uc1 \u382 ?no ozbiljno uzimati \uc1 \u382 ?albe pot
ro\uc1 \u353 ?a\uc1 \u269 ?a. Efektivno odgovaranje na \uc1 \u382 ?albe potro\uc
1 \u353 ?a\uc1 \u269 ?a mo\uc1 \u382 ?e pobolj\uc1 \u353 ?ati veze sa njima.}{\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1
033 \par }\pard \plain \s19 \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustri
ght \lin0 \rin0 \itap0 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1
033 Potro\uc1 \u353 ?a\uc1 \u269 ?i imaju razli\uc1 \u269 ?ite zone tolerancije.
Stoga, ta\uc1 \u269 ?ka na kojoj se kvalitet usluge smatra da je ispod zadovolj
avaju\uc1 \u263 ?eg, subjektivna je. Problem je problem kada se potro\uc1 \u353
?a\uc1 \u269 ? tako ose\uc1 \u263 ?a. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \li0 \
ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs28 \lang1060
\langnp1060 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang1060 \langnp1060 \langfe1033 \langfenp1033 Jedno kada se problem prepozna, po
stoje tri raspolo\uc1 \u382 ?ive opcije kako se mo\uc1 \u382 ?e potro\uc1 \u35
3 ?a\uc1 \u269 ? pona\uc1 \u353 ?ati. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-36
0 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclisttab
\tx360 \itap0 \ls19 \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 {\lis
ttext \pard \plain \fs28 \lang1060 \langnp1060 \langfe1033 \langfenp1033 \f2 \'b
7\'00\tab }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \lan
gfe1033 \langfenp1033 Ne raditi ni\uc1 \u353 ?ta \uc1 \u8211 ? }{\fs20 \dbch \af
0 \hich \af7 \loch \f7 \lang1060 \langnp1060 \langfe1033 \langfenp1033 kada je p
otro\uc1 \u353 ?a\uc1 \u269 ? nezadovoljan, mnoge okolnosti utica\uc1 \u263 ?e n
a to da li da se \uc1 \u382 ?ali. Npr, ako predmet kojim je nezadovoljan ima ni
sku cenu, onda gubitak za potro\uc1 \u353 ?a\uc1 \u269 ?a i nije tako velik. Zat
o i nezadovoljstvo nema trajan uticaj. }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \
lang1060 \langnp1060 \langfe1033 \langfenp1033 \par }\pard \plain \s19 \qj \fi-3
60 \li360 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin360 \rin0 \jclistta
velik zalogaj mnogima, pa se \uc1 \u269 ?esto takve kompanije spoti\uc1 \u269 ?u
o sopstvena obe\uc1 \u263 ?anja koja nisu u stanju da ispune.}{\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\par
d \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \it
ap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hic
h \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
}{\fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \ri
n0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af
0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pa
rd \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \i
tap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hi
ch \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \p
lain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0
\fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\b1 \fs24 \dbch \af0 \hic
h \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 Primer}{\b1 \fs
24 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp10
33 }{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe103
3 \langfenp1033 uticaja}{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \la
ngnp3098 \langfe1033 \langfenp1033 }{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7
\lang2058 \langnp2058 \langfe1033 \langfenp1033 na}{\b1 \fs24 \dbch \af0 \hich \
af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 }{\b1 \fs24 \dbch
\af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 kreir
anje}{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe103
3 \langfenp1033 }{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp20
58 \langfe1033 \langfenp1033 usluge}{\b1 \fs24 \dbch \af0 \hich \af7 \loch \f7 \
lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0
\widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \la
ngnp3098 \langfe1033 \langfenp1033 {\b1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \
widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \lan
gnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang30
98 \langnp3098 \langfe1033 \langfenp1033 Kao i svaka banka, pa i na\uc1 \u353 ?
primer Vojvo\uc1 \u273 ?anske}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \
langnp2074 \langfe1033 \langfenp1033 ,}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 omogu\uc1 \u263 ?ava nekoliko seg
menata delovanja.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \
langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \
aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \
langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langf
e1033 \langfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls20 \fs24 \
lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \la
ng3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 otvaranja,
vo\uc1 \u273 ?enja teku\uc1 \u263 ?ih i \uc1 \u382 ?iro ra\uc1 \u269 ?una}{\fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp103
3 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum \adju
stright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls20 \fs24 \lang3098 \langnp30
98 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098
\langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 kreditne kartice-debitne, vi
za, \uc1 \u8230 ?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \
langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar
\aspalpha \aspnum \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls20 \f
s24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs2
4 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 trgov
anje devizama}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \lang
fe1033 \langfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpar \asp
alpha \aspnum \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls20 \fs24
\lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \fs24 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af
0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 uplate/is
plate \uc1 \u8230 ?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058
\langfe1033 \langfenp1033 \par }\pard \plain \qj \fi-466 \li1260 \ri0 \widctlpa
r \aspalpha \aspnum \adjustright \lin1260 \rin0 \jclisttab \tx1247 \itap0 \ls20
\fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\listtext \pard \plain \f
s24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \f3 \'ac\'00\tab }{\fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \pa
r }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \r
in0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \a
f0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 Danas
je omogu\uc1 \u263 ?eno i vr\uc1 \u353 ?enje transakcija bez direktnog kontakta
sa zaposlenima-putem }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \lang
np2058 \langfe1033 \langfenp1033 bankomata}{\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 , koji su na raspolaganju 24h.
}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langf
enp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustrig
ht \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs
20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp10
33 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \l
in0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \d
bch \af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \
rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\
pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 Bankomati vr
\uc1 \u353 ?e slede\uc1 \u263 ?e usluge tj. omogu\uc1 \u263 ?uju:}{\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\
pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard
\plain \qj \fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin12
60 \rin0 \jclisttab \tx1247 \itap0 \ls21 \fs24 \lang3098 \langnp3098 \langfe1033
\langfenp1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \
langfenp1033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058
\langnp2058 \langfe1033 \langfenp1033 Uvid u stanje}{\fs20 \dbch \af0 \hich \af7
\loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \q
j \fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1260 \rin0
\jclisttab \tx1247 \itap0 \ls21 \fs24 \lang3098 \langnp3098 \langfe1033 \langfen
p1033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2058 \langnp20
58 \langfe1033 \langfenp1033 Pregled kursne liste}{\fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang2058 \langnp2058 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1260 \rin0 \j
clisttab \tx1247 \itap0 \ls21 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp103
3 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098
\langfe1033 \langfenp1033 Pregled kamatnih stopa}{\fs20 \dbch \af0 \hich \af7 \
loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj
\fi-466 \li1260 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin1260 \rin0 \j
clisttab \tx1247 \itap0 \ls21 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 {\listtext \pard \plain \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp103
3 \f3 \'ac\'00\tab }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098
\langfe1033 \langfenp1033 Informacije eksternog tipa-reklame drugih\uc1 \u8230
?}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \lang
fenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustri
ght \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1
033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \
lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 M
ogu biti }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \lang
fe1033 \langfenp1033 lobby}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \lan
gnp3098 \langfe1033 \langfenp1033 , }{\i1 \fs20 \dbch \af0 \hich \af7 \loch \f7
\lang3098 \langnp3098 \langfe1033 \langfenp1033 indoor}{\fs20 \dbch \af0 \hich \
af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 , }{\i1 \fs20 \dbc
h \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 outd
oor}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \la
ngfenp1033 -u zavisnosti od pozicije, a ima ih raznih vrsta u zavisnosti kojoj
svrsi slu\uc1 \u382 ?e.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp
3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe
1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098
\langfe1033 \langfenp1033 Na slede\uc1 \u263 ?em primeru kreditiranja vide\uc1 \
u263 ?emo koliko je faktora uklju\uc1 \u269 ?eno u ovu bankarsku uslugu.}{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033
\par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par
}\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin
0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 Po\uc1 \u2
69 ?ev\uc1 \u353 ?i od Narodne banke, primena Odluke o jedinstvenom na\uc1 \u269
?inu obra\uc1 \u269 ?una i objavljivanja efektivne kamatne stope na depozite i
kredite (\uc1 \u8222 ?Sl. glasnik RS\uc1 \u8220 ?, br. 57/06) (u daljem tekstu:
Odluka), obezbe\uc1 \u273 ?uje ve\uc1 \u263 ?u transparentnost poslovanja banaka
sa fizi\uc1 \u269 ?kim i pravnim licima i uti\uc1 \u269 ?e na podsticanje konku
rencije u bankarskom sektoru, a time i pobolj\uc1 \u353 ?anje asortimana i kvali
teta bankarski proizvoda i usluga.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3
098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widc
tlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3
098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \
langnp3098 \langfe1033 \langfenp1033 Omogu\uc1 \u263 ?ava se da korisnici bankar
skih usluga, pre svega gra\uc1 \u273 ?ani, dobiju adekvatne i uporedive informac
ije o uslovima koje im banke nude prilikom primanja depozita, odnosno odobravanj
a kredita. Odlukom je propisana obaveza banke da kroz jedinstveno obra\uc1 \u269
?unatu efektivnu kamatnu stopu (u daljem tekstu: EKS) iska\uc1 \u382 ?e ukupnu
cenu kredita koje odobrava, odnosno depozita koje prima, kako bi njeni klijenti
imali mogu\uc1 \u263 ?nost da ih uporede i na osnovu toga se odlu\uc1 \u269 ?e z
a banku sa kojom \uc1 \u263 ?e stupiti u poslovni odnos, odnosno zaklju\uc1 \u26
9 ?iti ugovor o depozitu/kreditu.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang30
98 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0 \ri0 \widct
lpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp30
98 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \l
angnp3098 \langfe1033 \langfenp1033 Banka je u obavezi, prema odredbama Odluke,
da klijentu u fazi ponude u\uc1 \u269 ?ini dostupnim osnovne podatke o depozitu/
kreditu koji ulaze u obra\uc1 \u269 ?un EKS, kao i podatke koji ne ulaze u obra\
uc1 \u269 ?un EKS, i to na propisanom obrascu.}{\fs20 \dbch \af0 \hich \af7 \loc
h \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li
0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3
098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7
\lang3098 \langnp3098 \langfe1033 \langfenp1033 Od podataka koji ulaze u obra\u
c1 \u269 ?un EKS klijent se obave\uc1 \u353 ?tava o: iznosu depozita/kredita, pe
riodu isplate/otplate, visini nominalne kamatne stope, EKS, ukupnom iznosu kamat
e za period isplate depozita/otplate kredita, ukupnom iznosu naknada i drugih tr
o\uc1 \u353 ?kova koje klijent treba da plati u toku polaganja/odobravanja i rea
\par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033
Za
tim \uc1 \u263 ?e potencijalnim klijentima biti proverena mogu\uc1 \u263 ?nost d
obijanja kredita na osnovu radnog odnosa ili materjalne mogu\uc1 \u263 ?nosti tj
. sredstava obezbe\uc1 \u273 ?enja. Ukoliko se zahtev odobri, korisnik \uc1 \u26
3 ?e tokom dogovorenog vremenskog perioda otpla\uc1 \u263 ?ivati kredit. Jedna o
d mogu\uc1 \u263 ?nosti jeste kompjutersko *skidanje* rate sa li\uc1 \u269 ?nog
dohotka tj. raspolo\uc1 \u382 ?ivih sredstava na ra\uc1 \u269 ?unu. Ukoliko se t
o ne dogodi, slu\uc1 \u382 ?benik \uc1 \u263 ?e telefonskim ili elektronskim put
em obavestiti o dugovanju. Za zakasnela pla\uc1 \u263 ?anja obra\uc1 \u269 ?unav
a\uc1 \u263 ?e se kamata tj. kazneni penali.}{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \qj \li0
\ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang309
8 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \
lang3098 \langnp3098 \langfe1033 \langfenp1033
Ono \uc1 \u353 ?to preostaje n
akon ovakve usluge jeste zadovoljstvo ili nezadovoljstvo potro\uc1 \u353 ?a\uc1
\u269 ?a koji \uc1 \u263 ?e o tome informisati svoje okru\uc1 \u382 ?enje i na t
aj na\uc1 \u269 ?in-direktnim marketingom, svesno ili nenamerno promovisati }{\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1
033 Vojvo\uc1 \u273 ?ansku}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \lan
gnp3098 \langfe1033 \langfenp1033 }{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang
2074 \langnp2074 \langfe1033 \langfenp1033 b}{\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 anku.}{\fs20 \dbch \af0 \hic
h \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \pl
ain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \
fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af
7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
Sve je na dohvat
ruke, a na potro\uc1 \u353 ?a\uc1 \u269 ?u je da se opredeli za opciju koja mu n
ajvi\uc1 \u353 ?e odgovara!}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \la
ngnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe
1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033
}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \
lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \
dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \
par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin
0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\par
d \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \it
ap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hic
h \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \pl
ain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \
fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af
7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \
qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24
\lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \lo
ch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qc \l
i0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang
3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f
7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \r
i0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098
\langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \la
ng2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \w
idctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \lang
np3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang207
4 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctl
par \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp309
8 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \la
ngnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \
aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \la
ngfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2
074 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspal
pha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1
033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \
langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \
aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \
langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langf
e1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnu
m \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langf
enp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \ad
justright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp10
33 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \lan
gfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustr
ight \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\
fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp
1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
\par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin
0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Zaklju\uc1
\u269 ?ak}{\fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1
033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum
\adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfen
p1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \
langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adju
stright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustrig
ht \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs
20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp10
33 \par }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \l
in0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \d
bch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qj \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \
rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \
af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\
pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \ita
p0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs24 \dbch \af0 \hich
\af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 }{\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 Baviti
se temom kvaliteta i kreiranja usluga, reklo bi se i nije toliko te\uc1 \u353 ?
ko, s obzirom da smo u prilici da gotovo svakodnevno ocenjujemo pojedine usluge
raznih sektora poslovnog sveta.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098
\langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \
aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \la
ngfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3
098 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha
\aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033
\langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \lang
fe1033 \langfenp1033 Ovaj rad je nazna\uc1 \u269 ?io upravo koliko je ba\uc1 \
u353 ? ta potro\uc1 \u353 ?a\uc1 \u269 ?ka ocena bitna za celokupan tok- od stva
ranja do realizacije same usluge. Do\uc1 \u382 ?ivljaj klijenta opredeli\uc1 \u2
63 ?e ne samo njega ve\uc1 \u263 ? i ljude oko njega kao budu\uc1 \u263 ?e, pote
ncijalne korisnike.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098
\langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \as
pnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \la
ngfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1
033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adj
ustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp103
3 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \langnp3098 \langfe1033 \lang
fenp1033 U bankarstvu, kvalitet ne zna\uc1 \u269 ?i samo zadovoljenje ve\uc1 \u2
63 ? prevazila\uc1 \u382 ?enje o\uc1 \u269 ?ekivanja potro\uc1 \u353 ?a\uc1 \u26
9 ?a. To zahteva od banke da koristi tehnologiju kako bi postigla prednost u una
pre\uc1 \u273 ?enju kvaliteta potro\uc1 \u353 ?a\uc1 \u269 ?ke usluge. Na takav
na\uc1 \u269 ?in, uspostavljena je veza izme\uc1 \u273 ?u visokog kvaliteta uslu
ge, koja ima potencijal da pove\uc1 \u263 ?a satisfakciju potro\uc1 \u353 ?a\uc1
\u269 ?a, i unapre\uc1 \u273 ?enja poslovanje. }{\fs20 \dbch \af0 \hich \af7 \l
och \f7 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \li0
\ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang309
8 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \
lang3098 \langnp3098 \langfe1033 \langfenp1033 Kvalitet uklju\uc1 \u269 ?uje pri
vr\uc1 \u382 ?enost kontinuiranom unapre\uc1 \u273 ?enju i uslu\uc1 \u382 ?ne od
nose sa potro\uc1 \u353 ?a\uc1 \u269 ?ima, koji su mereni u izrazima satisfakcij
e potro\uc1 \u353 ?a\uc1 \u269 ?a. Imaju\uc1 \u263 ?i u vidu izazove iz okru\uc1
\u382 ?enja, banke sve vi\uc1 \u353 ?e unapre\uc1 \u273 ?uju svoj potro\uc1 \u3
53 ?a\uc1 \u269 ?ki orijentisan fokus i kroz razvoj ljudskih resursa banke. }{\f
s20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1
033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \i
tap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hi
ch \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Vojvo\uc1 \u27
3 ?anska banka je svojevremeno bila lider bakarskog sektora. Neosporno da su joj
najvi\uc1 \u353 ?e bili privr\uc1 \u382 ?eni klijenti koji su pripadali lokalit
etu koji je odre\uc1 \u273 ?uje. Imala izgra\uc1 \u273 ?eni imid\uc1 \u382 ?, pr
epoznatljiv logo, bila prisutna u javnim sferama. Nekada\uc1 \u353 ?nju preobimn
u administraciju brzo su zamenili instrumenti savremene tehnologije. Zatim je na
stao period sve ve\uc1 \u263 ?eg priliva inostranog kapitala koji je uticao na u
po\uc1 \u353 ?ljavanje novih konkurenata.}{\fs20 \dbch \af0 \hich \af7 \loch \f7
\lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \w
idctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \lang
np3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang207
4 \langnp2074 \langfe1033 \langfenp1033 I sama vlasni\uc1 \u269 ?ka struktura Vo
jvo\uc1 \u273 ?anske banke je promenjena, \uc1 \u353 ?to je rezultiralo smanjenj
em broja zaposlenih i davanjem novog pe\uc1 \u269 ?ata uslu\uc1 \u382 ?nim ambij
entima i politici kompanije.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \l
angnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \asp
alpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langf
e1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074
\langfe1033 \langfenp1033 Danas je to kompanija koja posluje relativno uspe\uc
1 \u353 ?no s obzirom na globalnu krizu koja je zahvatila sve sektore. To je usl
ovilo podizanje kamatnih stopa i nezadovoljstvo klijenata. Ali je ponuda usluga
ipak na zadovoljavaju\uc1 \u263 ?em nivou, i nizak je stepen izgubljenih klijena
ta.}{\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \la
ngfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustrigh
t \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs2
0 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp103
3 Raznovrsnost usluga nije od presudnog zna\uc1 \u269 ?aja jer se mo\uc1 \u382 ?
e re\uc1 \u263 ?i da je ponuda ujedna\uc1 \u269 ?ena. O\uc1 \u269 ?ito da uvek p
ostoje faktori pri odluci za\uc1 \u353 ?to ba\uc1 \u353 ? izabrati konkretno Voj
vo\uc1 \u273 ?ansku banku a ne neku drugu. Ali \uc1 \u263 ?e to ostati u domenu
psihologije potro\uc1 \u353 ?a\uc1 \u269 ?a jer je te\uc1 \u353 ?ko precizno od
rediti ba\uc1 \u353 ? odlu\uc1 \u269 ?uju\uc1 \u263 ?i faktor izbora.}{\fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \pa
r }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 }{\fs20 \db
ch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \pa
r }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \
hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 Rad je poku\
uc1 \u353 ?ao da obuhvati najva\uc1 \u382 ?nije, koliko je mogu\uc1 \u263 ?e, a
li \uc1 \u263 ?e i pored svih napora uvek mnogo toga ostati nepomenuto. }{\fs20
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
\par }\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \ri
n0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af
0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pa
rd \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0
\fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \
af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain
\li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \l
ang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch
\f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri
0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \
langnp3098 \langfe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lan
g2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctl
par \aspalpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp309
8 \langfe1033 \langfenp1033 {\fs24 \dbch \af0 \hich \af7 \loch \f7 \lang3098 \la
ngnp3098 \langfe1033 \langfenp1033 \par }\pard \plain \li0 \ri0 \widctlpar \aspa
lpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe
1033 \langfenp1033 {\fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 \par }
\pard \plain \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \it
ap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs24 \lang3098 \lang
np3098 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \as
palpha \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \lang
fe1033 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp207
4 \langfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalph
a \aspnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe103
3 \langfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \la
ngfe1033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \as
pnum \adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \la
ngfenp1033 {\fs20 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1
033 \langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum
\adjustright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfen
p1033 {\fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \
langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adju
stright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033
{\fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langf
enp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustrig
ht \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs
32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp10
33 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \l
in0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \d
bch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \p
ar }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \
rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \dbch \
af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\
pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0
\itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \dbch \af0 \
hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\pard
\plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \itap
i menad\uc1 \u382 ?ment usluga}{\fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074
\langnp2074 \langfe1033 \langfenp1033 -}{\fs24 \dbch \af0 \hich \af7 \loch \f7 \
lang2074 \langnp2074 \langfe1033 \langfenp1033 \uc1 \u268 ?edomir Ljubojevi\uc1
\u263 ?}{\fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033
\langfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \ad
justright \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp10
33 {\fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \lan
gfenp1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustr
ight \lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\
fs32 \dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp
1033 \par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright
\lin0 \rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32
\dbch \af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033
\par }\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0
\rin0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \dbch
\af0 \hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par
}\pard \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin
0 \itap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \dbch \af0
\hich \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }\par
d \plain \qc \li0 \ri0 \widctlpar \aspalpha \aspnum \adjustright \lin0 \rin0 \it
ap0 \fs24 \lang3098 \langnp3098 \langfe1033 \langfenp1033 {\fs32 \dbch \af0 \hic
h \af7 \loch \f7 \lang2074 \langnp2074 \langfe1033 \langfenp1033 \par }}