Naslov
Clients management knowledge in the tourist organization

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

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

Izvornik
Economic and Social Development, 7th International Scientific Conference, Book of Proceedings / Ivica Filipović, Marina Klacmer Calopa and Fran Galetić - Varaždin : VADEA, 2014, 459-470

ISBN
978-953-6125-12-8

Skup
Economic and Social Development, 7th International Scientific Conference

Mjesto i datum
New York City (NY), Sjedinjene Američke Države, 24.10.2014

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

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

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA