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undergraduate thesis
Upravljanje odnosima s klijentima u hotelijerstvu
Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management, 2016. urn:nbn:hr:191:161257
Mlakar, Nataša
University of Rijeka
Faculty of Tourism and Hospitality Management

Institutional repository: Repository of Faculty of Tourism and Hospitality Management

Cite this document

Mlakar, N. (2016). Upravljanje odnosima s klijentima u hotelijerstvu (Undergraduate thesis). Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management. Retrieved from https://urn.nsk.hr/urn:nbn:hr:191:161257

Mlakar, Nataša. "Upravljanje odnosima s klijentima u hotelijerstvu." Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2016. https://urn.nsk.hr/urn:nbn:hr:191:161257

Mlakar, Nataša. "Upravljanje odnosima s klijentima u hotelijerstvu." Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2016. https://urn.nsk.hr/urn:nbn:hr:191:161257

Mlakar, N. (2016). 'Upravljanje odnosima s klijentima u hotelijerstvu', Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, accessed 30 November 2024, https://urn.nsk.hr/urn:nbn:hr:191:161257

Mlakar N. Upravljanje odnosima s klijentima u hotelijerstvu [Undergraduate thesis]. Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management; 2016 [cited 2024 November 30] Available at: https://urn.nsk.hr/urn:nbn:hr:191:161257

N. Mlakar, "Upravljanje odnosima s klijentima u hotelijerstvu", Undergraduate thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:191:161257

Metadata
TitleUpravljanje odnosima s klijentima u hotelijerstvu
Title (english)Customer Relationship Management in Hospitality
AuthorNataša Mlakar
MentorLidija Bagarić (mentor)
GranterUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Opatija
Defense date and country2016-09-07, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
U ovome će se radu obuhvatiti tematika Customer Relationship Managementa (CRM), odnosno upravljanja odnosima s klijentima, ali i gostima u hotelijerstvu. Rad obuhvaća temu preferencija potrošača i objašnjava njihovu važnost u formiranju pojedinih hotelskih usluga. Kroz naglašavanje važnosti preferencija i individualizirane usluge dolazi se do CRM strategije koja se u fuziji sa marketinškom strategijom ističe kao jedinstvena u odnosima sa klijentima i gostima. Rad ukazuje na nužnost implementacije CRM sustava u hotelsko poslovanje zbog njegovih ekonomskih efekata i važnosti istoga u poslovnoj strategiji hotela te objašnjava kako i na koji način te kojim kanalima se posreduje s klijentima kako bi se uspjelo doći do adekvatnih informacija koje su u najboljem slučaju apsolutno iskoristive menadžerima hotela. Naglašava se povezanost marketinga i CRM-a i njihova međuovisnost i interakcija.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:191:161257
Study programmeTitle: Business Economics in Tourism and Hospitalit; moduls: Entrepreneurship in Tourism and Hospitality, Tourism Management, Hospitality Management, International Tourism and Hospitality Management, Event and Leisure Management; specializations in: Entrepreneurship in Tourism and Hospitality, Tourism Management, Hospitality Management,, International Tourism and Hospitality Managemen, Event and Leisure Management
Course: Tourism Management
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 conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2016-11-08 08:50:57