Upravljanje vjernošću korisnika usluga

Miloš, Marijana

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master's thesis

Upravljanje vjernošću korisnika usluga

Pula: University of Pula, 2016. urn:nbn:hr:137:626912

Miloš, Marijana

University of Pula

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APA 6th Edition

Miloš, M. (2016). Upravljanje vjernošću korisnika usluga (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:626912

MLA 8th Edition

Miloš, Marijana. "Upravljanje vjernošću korisnika usluga." Master's thesis, University of Pula, 2016. https://urn.nsk.hr/urn:nbn:hr:137:626912

Chicago 17th Edition

Miloš, Marijana. "Upravljanje vjernošću korisnika usluga." Master's thesis, University of Pula, 2016. https://urn.nsk.hr/urn:nbn:hr:137:626912

Harvard

Miloš, M. (2016). 'Upravljanje vjernošću korisnika usluga', Master's thesis, University of Pula, accessed 20 April 2024, https://urn.nsk.hr/urn:nbn:hr:137:626912

Vancouver

Miloš M. Upravljanje vjernošću korisnika usluga [Master's thesis]. Pula: University of Pula; 2016 [cited 2024 April 20] Available at: https://urn.nsk.hr/urn:nbn:hr:137:626912

IEEE

M. Miloš, "Upravljanje vjernošću korisnika usluga", Master's thesis, University of Pula, Pula, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:137:626912

Cite this item: https://urn.nsk.hr/urn:nbn:hr:137:626912

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Metadata

Title	Upravljanje vjernošću korisnika usluga
Title (english)	Customer loyalty management
Author	Marijana Miloš
Mentor	Dražen Alerić (mentor)
Committee member	Ariana Nefat (predsjednik povjerenstva)
Committee member	Dražen Alerić (član povjerenstva)
Committee member	Lenko Uravić (član povjerenstva)
Granter	University of Pula Pula
Defense date and country	2016-09-28, Croatia
Scientific / art field, discipline and subdiscipline	SOCIAL SCIENCES Economics Marketing
Abstract	Lojalnost kupaca danas je od presudne važnosti za opstanak poduzeća. Da bi poduzeće stvorilo lojalnost svojih kupaca oni im trebaju biti na prvom mjestu i cijelo poslovanje treba biti usmjereno prema njima i prilagođeno njihovim željama i potrebama. CRM sustav od velike je pomoći poduzećima jer putem njega zaposlenici imaju uvid u sve informacije o klijentima, a i sami zaposlenici međusobno lakše komuniciraju i izmjenjuju informacije. Usluge su zbog svojih obilježja rizične za kupnju te se zbog toga kupci često oslanjaju na usmene preporuke. Poduzeća Konzum i dm uzeta su za primjer kao jedna od najuspješnijih poduzeća u Hrvatskoj i šire jer se svojim kvalitetnim proizvodima i uslugama, programom vjernosti i sudjelovanjem u raznim humanitarnim projektima izdvajaju od ostalih poduzeća.
Abstract (english)	Customer loyalty today is crucial importance for the company survival. To create customers loyalty they should be in the first place and the whole business should be directed towards them and adapted to their needs and wishes. Customer relationship management system is great help to companies because through it employees have access to all information about customers and they also can easily comunicate with each other and exchange information faster. Becaues of the services characteristics customers often rely on word of mouth. Konzum and dm are taken for example as one of the most successful companies in Croatia and beyond because of its quality products and services, loyalty programs and participation in many humanitarian projects.
Keywords
Keywords (english)
Language	croatian
URN:NBN	urn:nbn:hr:137:626912
Study programme	Title: Business Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics Course: Marketing 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	Open access
Terms of use
Repository	Digital Repository Juraj Dobrila University of Pula
Created on	2017-02-09 13:00:11

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