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undergraduate thesis
Komunikacija i proces odnosa s kupcima
2019. urn:nbn:hr:145:499685
Samardžić, Dunja
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Quantitative Methods and Informatics

Cite this document

Samardžić, D. (2019). Komunikacija i proces odnosa s kupcima (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:145:499685

Samardžić, Dunja. "Komunikacija i proces odnosa s kupcima." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:499685

Samardžić, Dunja. "Komunikacija i proces odnosa s kupcima." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:499685

Samardžić, D. (2019). 'Komunikacija i proces odnosa s kupcima', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 16 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:499685

Samardžić D. Komunikacija i proces odnosa s kupcima [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2019 [cited 2024 November 16] Available at: https://urn.nsk.hr/urn:nbn:hr:145:499685

D. Samardžić, "Komunikacija i proces odnosa s kupcima", Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:145:499685

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Metadata
TitleKomunikacija i proces odnosa s kupcima
Title (english)Communication and customer relations
AuthorDunja Samardžić
MentorJerko Glavaš (mentor)
Committee memberJerko Glavaš (predsjednik povjerenstva)
Committee memberMartina Briš Alić (član povjerenstva)
Committee memberBlaženka Hadrović Zekić (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Quantitative Methods and Informatics)
Osijek
Defense date and country2019-05-28, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Predmet ovog rada su komunikacija i odnosi s kupcima, a cilj je proučiti pojam, značaj i karakteristike tih sastavnica. To će se učiniti u teorijskom i praktičnom smislu. Struktura rada podijeljena je na pet različitih cjelina. Prva cjelina predstavlja uvod gdje se čitatelja uvodi u predmetno područje. U drugoj se cjelini proučava komunikacija, dok se treća bavi upravljanjem odnosima s kupcima. U četvrtoj cjelini obrađeni su praktični primjeri koji proučavaju komunikaciju i proces odnosa s kupcima u dvije najpopularnije hrvatske drogerije. Riječ je o dm-u i BIPI. Na kraju rada nalazi se zaključak, nakon kojeg još slijede popisi literature, tablica i slika. Utvrđeno je kako današnja velika i uspješna poduzeća, pa tako i dvije obrađene drogerije, trebaju imati kvalitetne programe vjernosti i dobre komunikacijske vještine ne bi li stvorili lojalnost kod kupaca.
Abstract (english)
The subject of this paper is communication and customer relations, and the aim is to study the notion, significance and characteristics of these components. This will be done in a theoretical and practical sense. The structure of the work is divided into five different units. The first unit represents an introduction where the reader is introduced into the subject area. In the second part, communication is studied, while the third deals with customer relationship management. In the fourth part, practical examples are studied s in the two most popular Croatian drug stores. It's about dm and BIPA. At the end of the paper there is a conclusion, followed by literature, tables and pictures. It was determined that today's large and successful businesses, as well as the two processed drugstores, need to have quality loyalty programs and good communication skills to create loyalty to customers.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:499685
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 conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2019-06-05 17:10:34