Title Utjecaj upravljanja ljudskim potencijalima na kvalitetu zdravstvenog turizma
Title (english) Impact of Human Resources Management on the Quality of Health Tourism
Author Marina Gašpert
Mentor Ivica Zdrilić (mentor)
Committee member Aleksandra Krajnović (predsjednik povjerenstva)
Committee member Jurica Bosna (član povjerenstva)
Committee member Ivica Zdrilić (član povjerenstva)
Granter University of Zadar (Department of Economics) Zadar
Defense date and country 2020-09-29, Croatia
Scientific / art field, discipline and subdiscipline SOCIAL SCIENCES Economics
Abstract Moderan svijet i ljudi koji u njemu žive dnevno obrađuju velik broj informacija. Užurbani životni stil, nezdrava prehrana, manjak tjelovježbe i stres dovode do pojave bolesti modernog doba kao što su: pretilost, dijabetes i razne kardiovaskularne bolesti. Zbog toga se u posljednjih nekoliko desetljeća ubrzano razvija zdravstveni turizam koji se definira kao medicinsko putovanje, najčešće u drugu zemlju, zbog predugih lista čekanja, prevelikih troškova ili nedostupnosti određene usluge u matičnoj zemlji. Dijeli se na: medicinski, spa i wellness turizam.. Da se može definirati zdravstveni turizam, potrebno je prethodno definirati usluge jer je zdravstveni turizam uslužna djelatnost. Usluge se definiraju kao aktivnosti ili koristi koju jedna strana nudi drugoj i koja je neopipljiva i ne rezultira vlasništvom. Definiranje i podjela usluga i zdravstvenog turizma je vrlo kompleksno jer ne postoje općeprihvaćene definicije i jer se događaju preklapanja u definicijama vrsta zdravstvenog turizma. Njegov razvitak na globalnoj razini popraćen je sve većim brojem turista koji su spremni izdvojiti svoje vrijeme i novac za ovakvu uslugu. Ta usluga mora biti visoke kvalitete kako bi konkurirala na svjetskom tržištu. Zato je potrebno upravljanje i evaluacija kvalitete usluge koja se postiže kada pružena usluga nadmašuje kupčeva očekivanja. Da bi se uspješno razvijao zdravstveni turizam u bilo kojoj zemlji, pa tako i u RH, vrlo je važno njime efikasno upravljati. Uloga menadžmenta je izrazito bitna u upravljanju ljudskim potencijalima koji predstavljaju poveznicu između turista i organizacije. Bitan je stav i zadovoljstvo kako turista, tako i zaposlenika kako bi organizacija uspješno poslovala. Cilj ovog rada je na temelju prijašnjih provedenih istraživanja dokazati da su ljudski potencijali najvažnija stavka zdravstvenog turizma i da dobro upravljanje ljudskim potencijalima bitno utječe na kvalitetu zdravstvenog turizma. Kao jedan od najvažnijih elemenata upravljanja ljudskim potencijalima navodi se sustav edukacije koji radnicima omogućava konstantno osobno poboljšanje i napredak u organizaciji.
Abstract (english) The modern world and the people who live in it process a large amount of information on a daily basis. A hectic lifestyle, unhealthy diet, lack of exercise and stress lead to the emergence of modern age diseases such as obesity, diabetes and various cardiovascular diseases. As a result, health tourism, defined as medical travel, has developed rapidly in the last few decades, most often in another country, due to too long waiting lists, excessive costs or the unavailability of certain services in the home country. It is divided into medical, spa and wellness tourism. In order to be able to define health tourism, it is necessary to define services in advance because health tourism is a service activity. Services are defined as activities or benefits offered by one party to the other that are intangible and do not result in ownership. Defining and dividing services and health tourism is very complex because there are no generally accepted definitions and because there are overlaps in the definitions of the type of health tourism. Its development on a global level has been repaired by an increasing number of tourists who are willing to set aside their time and money for this service. This service must be of high quality in order to compete in the world market. Therefore, it is necessary to manage and evaluate quality services that provide excellent service when they exceed customer expectations. In order to successfully develop health tourism in any country, including the Republic of Croatia, it is very important to manage it efficiently. The role of management is extremely important in the management of human resources that represent the link between tourists and organizations. The attitude and satisfaction of both the tourist and the employee is important for the organization to operate successfully. The aim of this paper is to prove, based on previous research, that human resources are the most important part of health tourism and good human resources management significantly affect the quality of health tourism. One of the most important elements of human resource management is the education system that enables employees to constantly improve and advance in the organization.
Keywords
Kvaliteta usluge
zdravstveni turizam
stanje u RH i EU 28
upravljanje ljudskim potencijalima
edukacija
uloga menadžmenta
Keywords (english)
Service quality
health tourism
situation in Croatia and EU 28
human resources management
education role of management
Language croatian
URN:NBN urn:nbn:hr:162:838146
Study programme Title: Management Study programme type: university Study level: graduate Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resource Text
File origin Born digital
Access conditions Access restricted to students and staff of home institution
Terms of use
Created on 2020-11-10 13:43:58