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undergraduate thesis
Upravljanje odnosima s gostima hotela
2023. urn:nbn:hr:155:946111
Nemedi, Sandro
University of Dubrovnik
Department of Economics and Business Economics

Cite this document

Nemedi, S. (2023). Upravljanje odnosima s gostima hotela (Undergraduate thesis). Dubrovnik: University of Dubrovnik. Retrieved from https://urn.nsk.hr/urn:nbn:hr:155:946111

Nemedi, Sandro. "Upravljanje odnosima s gostima hotela." Undergraduate thesis, University of Dubrovnik, 2023. https://urn.nsk.hr/urn:nbn:hr:155:946111

Nemedi, Sandro. "Upravljanje odnosima s gostima hotela." Undergraduate thesis, University of Dubrovnik, 2023. https://urn.nsk.hr/urn:nbn:hr:155:946111

Nemedi, S. (2023). 'Upravljanje odnosima s gostima hotela', Undergraduate thesis, University of Dubrovnik, accessed 18 April 2024, https://urn.nsk.hr/urn:nbn:hr:155:946111

Nemedi S. Upravljanje odnosima s gostima hotela [Undergraduate thesis]. Dubrovnik: University of Dubrovnik; 2023 [cited 2024 April 18] Available at: https://urn.nsk.hr/urn:nbn:hr:155:946111

S. Nemedi, "Upravljanje odnosima s gostima hotela", Undergraduate thesis, University of Dubrovnik, Dubrovnik, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:155:946111

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Metadata
TitleUpravljanje odnosima s gostima hotela
Title (english)Customer Relationship Management of Hotels
AuthorSandro Nemedi
MentorZrinka Golemac (mentor)
Committee memberFani Favro Bukvić (predsjednik povjerenstva)
Committee memberAna Portolan (član povjerenstva)
GranterUniversity of Dubrovnik
(Department of Economics and Business Economics)
Dubrovnik
Defense date and country2023-09-25, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Hotelijerstvo na globalnoj razini bilježi rast, jer se broj gostiju svake godine povećava. Procvat putovanja jedan je od razloga rasta hotelijerstva na globalnoj razini. Hotelijersvo koje je usmjerena na klijente/goste, uvelike se oslanja na informacije o klijentima/gostima i stoga je upravljanje odnosima s klijentima (CRM) implementirano u hotelima diljem svijeta. Ovo istraživanje daje pregled istraživačkih članaka objavljenih u području upravljanja odnosima s klijentima (CRM) u hotelijerstvu. Cilj ovog članka je sustavno pregledati cjelokupnu literaturu vezanu za upravljanje odnosima s klijentima/gostima (CRM) u hotelima. Za ovaj sustavni pregled literature odabrane je baza Scopus kako bi se identificirao istraživački radovi objavljen u navedenom području. Ti su istraživački radovi pregledani i klasificirani na temelju godine izdanja, časopisa objavljivanja i ključnih tema koje su se pojavile tijekom godina. Također su identificirani nedostaci i trendovi za buduća istraživanja.
Abstract (english)
The hotel industry is growing worldwide as the number of guests increases every year. The travel boom is one of the reasons for the growth of the hotel industry on a global scale. Customer/guest oriented hoteliers rely heavily on customer/guest information, and thus Customer Relationship Management (CRM) has been introduced in hotels around the world. This research provides an overview of research articles published in the field of customer relationship management (CRM) in the hotel industry. The objective of this article is to systematically review all the literature on customer/guest relationship management (CRM) in hotels. For this systematic literature review, the Scopus database was selected to identify research papers published in the specified area. These research papers were screened and classified based on the year of publication, the journal in which they were published, and the key themes that emerged over the years. Gaps and trends for future research were also identified.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:155:946111
Study programmeTitle: Hotel and Restaurant Management, and Gastronomy
Study programme type: professional
Study level: undergraduate
Academic / professional title: prvostupnik/prvostupnica (baccalaureus/baccalaurea) hotelijerstva, restoraterstva i gastronomije (prvostupnik/prvostupnica (baccalaureus/baccalaurea) hotelijerstva, restoraterstva i gastronomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2023-10-05 09:10:51