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master's thesis
UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU
Diplomski rad
2017. urn:nbn:hr:124:965269
Tokić, Ivana
University of Split
Faculty of economics Split

Cite this document

Tokić, I. (2017). UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad (Master's thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:965269

Tokić, Ivana. "UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2017. https://urn.nsk.hr/urn:nbn:hr:124:965269

Tokić, Ivana. "UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad." Master's thesis, University of Split, Faculty of economics Split, 2017. https://urn.nsk.hr/urn:nbn:hr:124:965269

Tokić, I. (2017). 'UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad', Master's thesis, University of Split, Faculty of economics Split, accessed 25 December 2024, https://urn.nsk.hr/urn:nbn:hr:124:965269

Tokić I. UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad [Master's thesis]. Split: University of Split, Faculty of economics Split; 2017 [cited 2024 December 25] Available at: https://urn.nsk.hr/urn:nbn:hr:124:965269

I. Tokić, "UPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad", Master's thesis, University of Split, Faculty of economics Split, Split, 2017. Available at: https://urn.nsk.hr/urn:nbn:hr:124:965269

Metadata
TitleUPRAVLJANJE DRUŠTVENIM MREŽAMA LUKSUZNOG HOTELA U CILJU JAČANJA LOJALNOSTI GOSTIJU : Diplomski rad
AuthorIvana Tokić
MentorNeven Šerić (mentor)
MBZ: 284496
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2017-09, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Poslovanje u hotelijerstvu se značajno promijenilo razvojem informacijske i komunikacijske tehnologije. Rastom popularnosti svih društvenih medija, uključujući i društvene mreže, razvio se novi kanal komunikacije sa ciljanim tržištem. Hoteli, a posebno oni luksuzni, moraju se što više diferencirati od konkurenata koji nude jednako visoko kvalitetne usluge. To se može postići i dobrim upravljanjem profilima društvenih mreža koje će biti posebno i istaknuto u odnosu na druge hotele. Dobra komunikacija ključ je odnosa sa gostima jer se njome može riješiti svaki problem. Odnosima sa kupcima se treba upravljati i razvijati lojalnost na više načina, a društvene mreže su samo jedan od njih. Pored prikaza i obrade teorijskih saznanja iz područja društvenih mreža i lojalnosti, u radu su prikazani i rezultati istraživanja provedenog na malom uzorku luksuznih hotela grada Splita. Cilj rada je istražiti način upravljanja društvenim mrežama i njegov utjecaj na lojalnost gostiju luksuznih hotela. Za kraj je predložen model upravljanja društvenim mrežama koji je izrađen za jedan luksuzni hotel iz uzorka koji je istražen.
Abstract (english)
Business in hospitality has significantly changed with development of information and communication technology. The growing popularity of all social media, including social networks, has developed a new channel of communication with a targeted market. Hotels, especially those luxurious, must be distinguished from competitors offering the same high quality services. This can also be achieved by managing profiles of social networks that will be special and unique. Good communication is a key to strong relationship with guests because every problem can be solved with it. Relationships with customers should be managed and developed in many ways to strenghten loyalty of guests, and social networks are just one of them. Theoretical knowledge is presented in the field of social networks and loyalty together with the results of the research conducted on a small sample of luxury hotels in Split. The aim of the paper is to explore the way social network management influences loyalty of luxury hotel guests. Work is closed with social network management model that was created for a luxury hotel from the sample that was researched.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:965269
Study programmeTitle: Tourism and Hotel 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 on2018-03-15 11:25:13