Clients management knowledge in the tourist organization (CROSBI ID 616283)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
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