Global usage of mobile phones initiated a large number of researchers to devote their attention to researching the field of customer satisfaction and implementing postulates of customer behavior in the industry. As there are not many relevant studies conducted in Serbia, in this study we examine the influence of the customer experience on satisfaction with mobile phones. Online survey was used as a method of collecting data from 340 randomly chosen respondents. The findings confirm that experience is in a fact a significant determinant of satisfaction and that there are differences according to types of mobile phones customers use and the frequency of usage. Furthermore, high levels of satisfaction are seen in customers familiar with current models of mobile phones and those following mobile trends.
The general Nordic Questionnaire can be applied to a great extent to the conditions in our country. Our study shows a low consistency of the scales learning job demands, control of decision, control of work pacing, so the questions in them should be adjusted to the conditions in our country. Extrinsic motivation resulted in higher values than the values of intrinsic motivation in our workers, which is opposite to the results of the original questionnaire.
The problem of leadership is a complex and dynamic system of influences and consequences where motivation has an important place in its ambiguous role. Consequently, leader finds himself in the ambiguous role, as an “object” of motivation and as its “subject”. Having in mind that the leadership process consists of leader, followers and their interactions, we can speak about motivation of the leaders for leading and motivation of followers for following. This specific interaction has its own rules that should be discovered.
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