Pregled bibliografske jedinice broj: 982650
The Role of Customer Relationship Management in Luxury Hotels in The Republic of Croatia
The Role of Customer Relationship Management in Luxury Hotels in The Republic of Croatia // Mediterranean Issues, Book 2 "Reflections on the Mediterranean" / Jurčević, Katica ; Kaliterna Lipovčan, Ljiljana ; Ramljak, Ozana (ur.).
Sveti Ivan Zelina: Institut društvenih znanosti Ivo Pilar ; Sveučilište Vern ; Hrvatska akademija znanosti i umjetnosti (HAZU) ; EMAN, 2019. str. 147-158 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 982650 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
The Role of Customer Relationship Management in Luxury Hotels in The Republic of Croatia
Autori
Ivanković, Jadranka ; Plantić Tadić, Diana ; Pavličić, Moreno
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
Izvornik
Mediterranean Issues, Book 2 "Reflections on the Mediterranean"
/ Jurčević, Katica ; Kaliterna Lipovčan, Ljiljana ; Ramljak, Ozana - Sveti Ivan Zelina : Institut društvenih znanosti Ivo Pilar ; Sveučilište Vern ; Hrvatska akademija znanosti i umjetnosti (HAZU) ; EMAN, 2019, 147-158
ISBN
978-953-8101-04-5
Skup
Mediterranean Islands Conference MIC - Vis, 2018
Mjesto i datum
Vis, Hrvatska, 19.09.2018. - 22.09.2018
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
relationship marketing, customer relationship management (CRM), luxury hotels in the Republic of Croatia, Mediterranean countries
Sažetak
In the Republic of Croatia, as well as in other Mediterranean countries tourism is an important and growing activity. Yet, only recently luxury hotels have become more prominent in the overall hotel offer in the Republic of Croatia. Majority of total offer of luxury hotel accommodation in the Republic of Croatia is located in Istria County and the city of Dubrovnik. In luxury hospitality industry high quality service and customer relationship management are the most important factors of success. Successful customer relationship management is based on successful internal marketing ; i.e. organizational culture, human resource management and marketing information management process. The paper presents selected examples of best practices in customer relationship management in luxury hotels and the results of a qualitative research on a sample of five luxury hotels in the Republic of Croatia. A comparison of these examples was carried out and some suggestions for improvement for customer relationship management practice in Croatia were given.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Ustanove:
Sveučilište VERN, Zagreb
