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master's thesis
Menadžment repova čekanja u trgovačkim lancima
Zagreb: University of Zagreb, Faculty of Economics and Business, 2019. urn:nbn:hr:148:129039
Jarmek, Patricia
University of Zagreb
Faculty of Economics and Business
Department of Organization and Management

Institutional repository: REPEFZG

Cite this document

Jarmek, P. (2019). Menadžment repova čekanja u trgovačkim lancima (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:129039

Jarmek, Patricia. "Menadžment repova čekanja u trgovačkim lancima." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2019. https://urn.nsk.hr/urn:nbn:hr:148:129039

Jarmek, Patricia. "Menadžment repova čekanja u trgovačkim lancima." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2019. https://urn.nsk.hr/urn:nbn:hr:148:129039

Jarmek, P. (2019). 'Menadžment repova čekanja u trgovačkim lancima', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 27 November 2024, https://urn.nsk.hr/urn:nbn:hr:148:129039

Jarmek P. Menadžment repova čekanja u trgovačkim lancima [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2019 [cited 2024 November 27] Available at: https://urn.nsk.hr/urn:nbn:hr:148:129039

P. Jarmek, "Menadžment repova čekanja u trgovačkim lancima", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:148:129039

Metadata
TitleMenadžment repova čekanja u trgovačkim lancima
Title (english)Queue management in retail chains
AuthorPatricia Jarmek
MentorJasna Prester (mentor)
Committee memberTomislav Hernaus (predsjednik povjerenstva)
Committee memberAna Aleksić (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
(Department of Organization and Management)
Zagreb
Defense date and country2019, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Cilj ovoga rada je objasniti važnost repova čekanja, povezanost između zadovoljstva klijenata, očekivanja i percepcije repova čekanja čekanja, te utvrđivanje razlike između percipiranog vremena čekanja i stvarnog vremena čekanja u trgovačkim lancima. Čekanje na izvršenje usluge važan je dio uslužnih djelatnosti u kojoj su repovi čekanja često neizbježni. Repovi čekanja rastu zbog varijabilnosti u dolascima i vremenima izvršenja usluge, a dugi repovi čekanja mogu frustrirati kupce i natjerati ih na odustajanje od usluge, odnosno traženje usluge na drugom mjestu. Podaci empirijskog istraživanja prikupljeni su u trgovačkim lancima na području Grada Zagreba. Prikupljeni su podaci o sociodemografskim karakteristikama ispitanika, percipiranom i stvarnom vremenu čekanja te čekanju provedenom samo u repu i u sustavu, i u konačnici zadovoljstvu pruženim uslugama.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:148:129039
Study programmeTitle: Business Economics
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsClosed access
Terms of useLicence In copyright icon
Created on2019-09-30 16:49:20