prikaz prve stranice dokumenta Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties
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undergraduate thesis
Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties
Dubrovnik: RIT Croatia, 2022. urn:nbn:hr:229:629923
Cvitković, Ante
RIT Croatia

Institutional repository: RIT Croatia Digital repository

Cite this document

Cvitković, A. (2022). Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:629923

Cvitković, Ante. "Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties." Undergraduate thesis, RIT Croatia, 2022. https://urn.nsk.hr/urn:nbn:hr:229:629923

Cvitković, Ante. "Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties." Undergraduate thesis, RIT Croatia, 2022. https://urn.nsk.hr/urn:nbn:hr:229:629923

Cvitković, A. (2022). 'Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties', Undergraduate thesis, RIT Croatia, accessed 06 November 2024, https://urn.nsk.hr/urn:nbn:hr:229:629923

Cvitković A. Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2022 [cited 2024 November 06] Available at: https://urn.nsk.hr/urn:nbn:hr:229:629923

A. Cvitković, "Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties", Undergraduate thesis, RIT Croatia, Dubrovnik, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:229:629923

Metadata
TitleService Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties
AuthorAnte Cvitković
MentorBesim Agušaj (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2022-04-29, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
The goal of this research was to identify key categories of customer complaints in five-star hotels. Qualitative analysis, in this instance content analysis was used to discover imperfect service areas. This research aimed at analyzing the content of online customer feedback focusing on five–star hotels in Croatia. By analyzing 244 customer reviews in 18 five-star hotels in Dubrovnik-Neretva and Istria counties, patterns in service gaps were identified, including rudeness, slowness, lack of attention, lack of skills, poor supervision, lack of problem-solving. In this research, the highest number of service failures have been identified in Food and Beverage department, followed by Front Office, Housekeeping, Sales, Management and Spa. Another category ˝Multiple Departments˝ indicates that a service failure had impacted the entire operations and guests did not mention a specific department in the review
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:629923
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-05-17 12:40:51