prikaz prve stranice dokumenta TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE)
  Download
PDF 946.54 KB
undergraduate thesis
TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE)
Završni rad
Split: University of Split, Faculty of economics Split, 2018. urn:nbn:hr:124:609852
Klanac, Josipa
University of Split
Faculty of economics Split

Institutional repository: REFST

Cite this document

Klanac, J. (2018). TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad (Undergraduate thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:609852

Klanac, Josipa. "TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad." Undergraduate thesis, University of Split, Faculty of economics Split, 2018. https://urn.nsk.hr/urn:nbn:hr:124:609852

Klanac, Josipa. "TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad." Undergraduate thesis, University of Split, Faculty of economics Split, 2018. https://urn.nsk.hr/urn:nbn:hr:124:609852

Klanac, J. (2018). 'TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad', Undergraduate thesis, University of Split, Faculty of economics Split, accessed 20 November 2024, https://urn.nsk.hr/urn:nbn:hr:124:609852

Klanac J. TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad [Undergraduate thesis]. Split: University of Split, Faculty of economics Split; 2018 [cited 2024 November 20] Available at: https://urn.nsk.hr/urn:nbn:hr:124:609852

J. Klanac, "TAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad", Undergraduate thesis, University of Split, Faculty of economics Split, Split, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:124:609852

Metadata
TitleTAJNO KUPOVANJE (MYSTERY SHOPPING) U TEORIJI I PRAKSI (PRIMJER AGENCIJE HERAKLEA I MSA ADRIE) : Završni rad
AuthorJosipa Klanac
MentorZoran Mihanović (mentor)
MBZ: 267146
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2018-09, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
U suvremenom svijetu, poduzeća posluju u uvjetima intenzivne konkurencije gdje kvaliteta usluge predstavlja jedan od ključnih čimbenika diferenciranja od konkurencije. Kvaliteta usluge prati i veći broj kupaca, veći profit, te samim time dugoročni uspjeh. Tajno kupovanje mjeri kvalitetu usluge, odnosno što se događa u prodajnom procesu, te podrazumijeva angažiranje prethodno educiranih tajnih kupaca, koji se na zahtjev određene kompanije pretvaraju da su potencijalni kupci. Na kraju dostavljaju izvješća, koja omogućuju poduzeću na vrijeme ispraviti pogreške, radi boljeg poslovnog rezultata u budućnosti. Radi uspješnog provođenja angažiraju agencije koje su već dugo bave tim, te posjeduju educirane tajne kupce. U Hrvatskoj je prisutna Heraklea, prva specijalizirana agencija za tajnu kupovinu, a ujedno i najveća na području Balkana. Glavni cilj ovog rada bio je pokazati važne karakteristike i način provođenja tajne kupovine, te na temelju istraživanja koja je provela agencija Heraklea i MSA Adria utvrditi važnost procesa tajne kupovine.
Abstract (english)
In the modern world, companies business in intense competition where quality of service is one of the key factors of differentiation from competition. Quality of service is followed by a large number of costumers, higher profits, and a long-term success. Mystery shopping measures the quality of service, apropos what happens in sales process, it implies educated and pre-engaged secret shoppers ,who at the request of a particular company, convert to potential buyers. At the end, submit their reports, which enable the company in time to correct mistakes, because of better business in future. For the successful implementation engage agencies that have been dealing with it for a long time, and have educated secret shoppers. In Croatia is agency Heraklea, first specialized agency for mystery shopping, one of the biggest in area of Balkan. The main goal of this study was to show important characteristics and way of doing mystery shopping, and on the basics of research by agency Heraklea and MSA Adrie, to determine the importance of the process of mystery shopping.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:609852
Study programmeTitle: Business Studies
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2018-11-21 11:47:53