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master's thesis
Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu
Koprivnica: University North, 2020. urn:nbn:hr:122:403441
Reif, Margareta
University North
University centre Varaždin
Department of Communicology and Public Relations

Institutional repository: University North Digital Repository

Cite this document

Reif, M. (2020). Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu (Master's thesis). Koprivnica: University North. Retrieved from https://urn.nsk.hr/urn:nbn:hr:122:403441

Reif, Margareta. "Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu." Master's thesis, University North, 2020. https://urn.nsk.hr/urn:nbn:hr:122:403441

Reif, Margareta. "Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu." Master's thesis, University North, 2020. https://urn.nsk.hr/urn:nbn:hr:122:403441

Reif, M. (2020). 'Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu', Master's thesis, University North, accessed 27 November 2024, https://urn.nsk.hr/urn:nbn:hr:122:403441

Reif M. Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu [Master's thesis]. Koprivnica: University North; 2020 [cited 2024 November 27] Available at: https://urn.nsk.hr/urn:nbn:hr:122:403441

M. Reif, "Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu", Master's thesis, University North, Koprivnica, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:122:403441

Metadata
TitleKoncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu
Title (english)The concept of customer satisfaction and loyalty in a beauty salon
AuthorMargareta Reif
MentorDijana Vuković (mentor)
Committee memberTvrtko Jolić (predsjednik povjerenstva)
Committee memberŽeljka Bagarić (član povjerenstva)
Committee memberDijana Vuković (član povjerenstva)
GranterUniversity North
(University centre Varaždin)
(Department of Communicology and Public Relations)
Koprivnica
Defense date and country2020-02-21, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Public Relations
Abstract
U radu „Koncept zadovoljstva i lojalnosti klijenata u kozmetičkom salonu“ objašnjen je Customer Relationship management i upravljanje odnosa s korisnicima u procesu stvaranja i održavanja odnosa između kozmetičkog salona i klijenata. Naglašen je personalizirani pristup, važnost stavljanja klijenta u središte poduzeća, utvrđivanje njegovih želja, potreba i osobnosti u maksimalnom naporu da ih se zadovolji. Razrađena je kozmetička ponuda u funkciji izgradnje zadovoljstva i lojalnosti. Provedeno je anketno istraživanje u kozmetičkom salonu s ciljem utvrđivanja elemenata kozmetičke ponude koji vode zadovoljstvu klijenata, a time i do njihove lojalnosti i dugoročne održivosti kozmetičkog salona na sve zahtjevnijem i konkurentnijem tržištu usluga.
Abstract (english)
The paper "The concept of customer satisfaction and loyalty in a beauty salon" explains Customer Relationship management and customer relationship management in the process of creating and maintaining relationships between the beauty salon and clients. The personalized approach, the importance of putting the customer at the center of the company, determining his desires, needs and personalities in the utmost effort to satisfy them are emphasized. A cosmetic offer has been developed in the function of building satisfaction and loyalty. A survey was conducted in a beauty salon in order to identify the elements of the cosmetic offer that lead to customer satisfaction, and thus to their loyalty and long-term sustainability of the beauty salon in an increasingly demanding and competitive market for services.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:122:403441
Study programmeTitle: Public Relations
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra odnosa s javnostima (magistar/magistra odnosa s javnostima)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2020-03-06 15:00:22