Naslov
Povećanje zadovoljstva kroz interni marketing u hotelima
(Customer satisfaction increase through internal marketing in hotel)

Autori
Šverko, Ivan

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Hotel 2000 - Tourism and hospitality management -Trends and challenges for the future / Jože, Perić - Opatija : Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci, 2000, 645-659

Skup
Hotel 2000, 15.Biennial International Congress Trends and challenges the future

Mjesto i datum
Opatija, Hrvatska, 25.10.2000. - 28.10.2000

Vrsta sudjelovanja
Demonstracija

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
interni marketing; zadovoljstvo korisnika usluga; zadovoljstvo zaposlenika; instrumenti internog marketinga; lojalnost gostiju
(internal marketing; satisfaction of the customers; satisfaction of the employees; instruments of internal marketing; loyalty of the guests)

Sažetak
The actual development of marketing theory and practice shows that the winning over of regular buyers and users of goods and their satisfaction as the indicators of the quality of the managing activities of a company are gaining an increasingly important role in both the strategic and in the operative sense. Lately this subject has become even more important for the hotel industry because the opinions of the tourists about what they expect form the service and the satisfaction attained from the service are rapidly changing. In the deluge of fierce competition the hotel company management is forced to direct its activities to the increase of customer satisfaction as well as the increase of all the outputs and activities of its employees. Certainly, the successfulness of the management depends greatly on the behaviour of its employees, on their motivation and on the achieved degree of employee satisfaction. The concept of internal marketing has lately been progressively offered as a possibility for the establishing of a balanced proportion of satisfaction between customers and employees. Through internal marketing in a certain modified way the involvement of the employees in the management activities through the employees’ market oriented behavior is sought for.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA