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undergraduate thesis
ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA
Završni rad
2021. urn:nbn:hr:145:882517
Pakšec, Dora
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Marketing

Cite this document

Pakšec, D. (2021). ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad (Undergraduate thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:882517

Pakšec, Dora. "ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2021. https://urn.nsk.hr/urn:nbn:hr:145:882517

Pakšec, Dora. "ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2021. https://urn.nsk.hr/urn:nbn:hr:145:882517

Pakšec, D. (2021). 'ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 26 December 2024, https://urn.nsk.hr/urn:nbn:hr:145:882517

Pakšec D. ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2021 [cited 2024 December 26] Available at: https://urn.nsk.hr/urn:nbn:hr:145:882517

D. Pakšec, "ULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad", Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:145:882517

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Metadata
TitleULOGA OPIPLJIVIH I NEOPIPLJIVIH ELEMENATA U PRUŽANJU USLUGA : Završni rad
Title (english)THE ROLE OF TANGIBLE AND INTANGIBLE ELEMENTS IN THE PROVISION OF SERVICES : Final paper
AuthorDora Pakšec
MentorIvan Kelić (mentor)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Marketing)
Osijek
Defense date and country2021-09-08, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Usluge su specifična skupina gospodarske djelatnosti zato što imaju opipljive, ali i neopipljive elemente. Proizvodima možemo puno lakše odrediti cijenu i kvalitetu dok je za usluge to složeniji proces. Kvaliteta usluge predstavlja veliki izazov svakom pružatelju usluga zbog toga što svaki korisnik usluge ima određena očekivanja prije samog korištenja iste. Vrlo je bitno smanjiti razliku između očekivanja i rezultata usluge kako bi korisnik bio što zadovoljniji s pruženom uslugom te kako bi se maksimalno zadovoljile njegove potrebe. Također postoje ključne karakteristike koje razlikuju proizvode od usluga, a to su neopipljivost, nedjeljivost, neuskladištivost, heterogenost i odsutnost vlasništva. Usluge su raznovrsne te su po karakteristikama sasvim drugačije od proizvoda, stoga se mora prilagoditi i određena marketing strategija za njih.
Abstract (english)
Services are specific part od the economic activity group because it has both tangible and intangible elements. For products, we can easily determine the price and the quality while for services it is a much harder and more complex process. Quality of the service presents a big challenge to each provider of that service because each customer has it's own expectations even before he starts using it. It is important to minimize the difference between the expectations and the result od the quality of a service to maximize the satisfaction of their wants or needs. Also, there are key characteristics that differentiate a product from service. Some of those characteristics are intangibility, indivisibility, incompatibility, heterogeneity, and absence of ownership. Services are diverse and because od their characteristics, they are very different from the products. Considering that we must adjust and choose a specific marketing strategy that will fit them the best.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:882517
Study programmeTitle: Marketing
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-05-19 10:32:04