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završni rad
Differences in Customer Service: The Case of Boutique and Standard Hotels
c: Personalized vs. Standardized Service
Dubrovnik: RIT Croatia, 2020. urn:nbn:hr:229:112755
Lučić, Veronika
RIT Croatia

Citirajte ovaj rad

Lučić, V. (2020). Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service (Završni rad). Dubrovnik: RIT Croatia. Preuzeto s https://urn.nsk.hr/urn:nbn:hr:229:112755

Lučić, Veronika. "Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service." Završni rad, RIT Croatia, 2020. https://urn.nsk.hr/urn:nbn:hr:229:112755

Lučić, Veronika. "Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service." Završni rad, RIT Croatia, 2020. https://urn.nsk.hr/urn:nbn:hr:229:112755

Lučić, V. (2020). 'Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service', Završni rad, RIT Croatia, citirano: 25.04.2024., https://urn.nsk.hr/urn:nbn:hr:229:112755

Lučić V. Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service [Završni rad]. Dubrovnik: RIT Croatia; 2020 [pristupljeno 25.04.2024.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:112755

V. Lučić, "Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service", Završni rad, RIT Croatia, Dubrovnik, 2020. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:112755

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Podaci o radu
NaslovDifferences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service
AutorVeronika Lučić
MentorBarbara Perić (mentor)
Ustanova koja je dodijelila
akademski / stručni stupanj		RIT Croatia
Dubrovnik
Datum i država obrane2020-04-24, Hrvatska
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Trgovina i turizam
Sažetak
In today`s age of Experience Economy, customers are more prone towards selecting hotels that are able to deliver experience in itself. Boutique hotel sector is widely emerging on a global scale while providing personalized over standardized customer service. The quality of customer service in Hospitality Industry is of a significant importance: ensuring competitive edge and customer loyalty. The main objective of this research paper is identifying if boutique hotels offer more personalized customer service when compared to standard ones. Furthermore, this research paper poses to identify gaps in service quality of standard hotels. The presented paper uses most accurate criteria for measurement of qua customer service quality in hotels. Namely, online observation of customers` reviews in combination with SERVQUAL model. Used instrument indicated qualitative and quantitative results.
Ključne riječi
Jezikengleski
URN:NBNurn:nbn:hr:229:112755
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 pohrane2020-07-03 08:30:15

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