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Clients management knowledge in the tourist organization (CROSBI ID 616283)

Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija

Stipanović, Branka ; Smoljić, Mirko ; Primorac, Dinko ; Clients management knowledge in the tourist organization // Economic and Social Development, 7th International Scientific Conference, Book of Proceedings / Ivica Filipović, Marina Klacmer Calopa and Fran Galetić (ur.). Varaždin: VADEA, 2014. str. 459-470

Podaci o odgovornosti

Stipanović, Branka ; Smoljić, Mirko ; Primorac, Dinko ;

engleski

Clients management knowledge in the tourist organization

This paper describes the importance of customer knowledge management of tourism organizations. The concept of customer’s knowledge management was created as a combination of knowledge management and implementation of customer relationship management. Customer knowledge management clients is the key to improve the competitiveness of tourism organizations put clients into focus of organizational knowledge and client becomes an active participant in the creation of tourist attractions. Research on the application of customer knowledge management was conducted on 302 hotel operators in Croatia. The results show that the majority of respondents do not apply customer’s knowledge management, and that there is a statistically significant relationship between the usage of CKM and hotel’s profit.

Knowledge management ; customer relationship management ; customer knowledge management ; hotels ; competitiveness ; profitability

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Podaci o prilogu

459-470.

2014.

objavljeno

Podaci o matičnoj publikaciji

Economic and Social Development, 7th International Scientific Conference, Book of Proceedings

Ivica Filipović, Marina Klacmer Calopa and Fran Galetić

Varaždin: VADEA

978-953-6125-12-8

Podaci o skupu

Economic and Social Development, 7th International Scientific Conference

predavanje

24.10.2014-24.10.2014

Sjedinjene Američke Države

Povezanost rada

Ekonomija