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master's thesis
POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA
Diplomski rad
2022. urn:nbn:hr:145:475523
Bakić, Dora
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek

Cite this document

Bakić, D. (2022). POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad (Master's thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:475523

Bakić, Dora. "POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2022. https://urn.nsk.hr/urn:nbn:hr:145:475523

Bakić, Dora. "POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2022. https://urn.nsk.hr/urn:nbn:hr:145:475523

Bakić, D. (2022). 'POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 19 April 2024, https://urn.nsk.hr/urn:nbn:hr:145:475523

Bakić D. POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2022 [cited 2024 April 19] Available at: https://urn.nsk.hr/urn:nbn:hr:145:475523

D. Bakić, "POLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad", Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:145:475523

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Metadata
TitlePOLITIKA PRUŽANJA USLUGA KUPCIMA NA PRIMJERU PODUZEĆA : Diplomski rad
Title (english)POLICY OF PROVIDING SERVICES TO CUSTOMERS ON THE EXAMPLE OF A COMPANY : Graduate paper
AuthorDora Bakić
MentorAleksandar Erceg (mentor)
Committee memberMarija Ham (predsjednik povjerenstva)
Committee memberAleksandar Erceg (član povjerenstva)
Committee memberDavor Dujak (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Osijek
Defense date and country2022-09-26, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
U današnje vrijeme važno je da poduzeća imaju svoju politiku pružanja usluga kako bi uspješno poslovali i utjecali na same potrošače. Potrošač mora biti u fokusu tj. na prvom mjestu te svako poduzeće mora posvetiti maksimalnu pažnju na potrošače kako bi zadovolji njihove želje i potrebe. Svako poduzeće se brine o tome da zadrži potrošače te da im pruži razne usluge prije i nakon što kupe određene proizvode. Samo poslovanje poduzeća razlikuje se od ostalih tj. od konkurencije. Poduzeća ulažu u marketing i oglašavanje kako bi potrošače privukli u prodavaonice ili pak potakli na kupnju putem interneta te na taj način pokazali što sve oni pružaju od usluga. Osim toga, za pružanje usluga važna je i kvaliteta tih usluga koja, ukoliko je kvalitetna predstavlja prednost na tržištu. Ukoliko su proizvodi ili usluge kvalitetni, potrošači će biti spremni platiti više te će ostati vjerni određenom proizvodu ili usluzi. Isto tako, kako bi se kvaliteta usluga prepoznala poduzeća koriste razne alate pomoću kojih se može dobiti uvid u trenutnu situaciju, primjer je tajna kupnja koja predstavlja proces procjene kvalitete pružene usluge. Usluge koje će biti pružene potrošačima trebaju biti ekološki prihvatljive i inovativne te trebaju zadovoljiti očekivanja kako bi se potrošači ponovo vratili.
Abstract (english)
Nowadays, companies must have a policy of providing services to operate successfully and influence consumers themselves. The consumer must be in focus in the first place, and every company must pay maximum attention to consumers to satisfy their wishes and needs. Every company takes care to keep consumers and provide them with various services before and after they buy certain products. Only the business of a company differs from others, from the competition. Companies invest in marketing and advertising to attract consumers to store or encourage them to buy online, thus showing that they provide services. In addition, the quality of these services is essential for providing services, which, if suitable, is an advantage in the market. If the products or services are quality, consumers will be willing to pay more and remain loyal to a particular product or service. Also, to identify the quality of services, companies use various tools that can be used to gain insight into the current situation. An example is a mystery shopper which is the process of assessing the quality of service provided. The services provided to consumers should be environmentally friendly and innovative and meet expectations for consumers to return.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:475523
Study programmeTitle: Business economy; specializations in: Trade and logistics, Management, Logistic management , Business informatics
Course: Logistic management
Study programme type: university
Study level: graduate
Academic / professional title: Magistar/magistra ekonomije (Magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2023-03-23 15:38:11