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završni rad
Do managers know it?: Service gaps in Dubrovnik casual dining
Dubrovnik: RIT Croatia, 2019. urn:nbn:hr:229:673688
Kocijan, Renato
RIT Croatia

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Kocijan, R. (2019). Do managers know it?: Service gaps in Dubrovnik casual dining (Završni rad). Dubrovnik: RIT Croatia. Preuzeto s https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan, Renato. "Do managers know it?: Service gaps in Dubrovnik casual dining." Završni rad, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan, Renato. "Do managers know it?: Service gaps in Dubrovnik casual dining." Završni rad, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan, R. (2019). 'Do managers know it?: Service gaps in Dubrovnik casual dining', Završni rad, RIT Croatia, citirano: 16.04.2024., https://urn.nsk.hr/urn:nbn:hr:229:673688

Kocijan R. Do managers know it?: Service gaps in Dubrovnik casual dining [Završni rad]. Dubrovnik: RIT Croatia; 2019 [pristupljeno 16.04.2024.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:673688

R. Kocijan, "Do managers know it?: Service gaps in Dubrovnik casual dining", Završni rad, RIT Croatia, Dubrovnik, 2019. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:673688

Za citiranje koristite ovu mrežnu adresu: https://urn.nsk.hr/urn:nbn:hr:229:673688
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Podaci o radu
NaslovDo managers know it?: Service gaps in Dubrovnik casual dining
AutorRenato Kocijan
MentorDomagoj Nikolić (mentor)
Ustanova koja je dodijelila
akademski / stručni stupanj		RIT Croatia
Dubrovnik
Datum i država obrane2019-04-28, Hrvatska
Znanstveno / umjetničko
područje, polje i grana		HUMANISTIČKE ZNANOSTI
Interdisciplinarne humanističke znanosti
Sažetak
The expectation-perception gap is present in all service industries and restaurants are especially affected. The gap can negatively impact their operations and discourage customers to return in the long-run. By using Kano Model, this paper researches expectations and perceptions of service quality of the local patrons and service providers in the context of Dubrovnik fast casual dining restaurants. A questionnaire was distributed to 102 locals and 10 service providers in order to find out how they rate certain service quality aspects. The results have shown that gaps do exist, particularly between the one-dimensional and attractive attributes. Therefore, service providers should keep an eye on the trends and collect customers data in order to improve the service quality through personalization and keep customer returning in the long-term.
Ključne riječi
Jezikengleski
URN:NBNurn:nbn:hr:229:673688
Studijski programNaziv: Service Management
Vrsta studija: stručni
Stupanj studija: stručni
Akademski / stručni naziv: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (bacc. oec.)
Vrsta resursaTekst
Način izrade datotekeIzvorno digitalna
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
RepozitorijDigitalni repozitorij RIT Croatia
Datum i vrijeme pohrane2019-06-21 13:03:49

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