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undergraduate thesis
RJEŠAVANJE PRITUŽBI U TURIZMU
završni rad
2020. urn:nbn:hr:124:200598
Medić, Margita
University of Split
Faculty of economics Split

Cite this document

Medić, M. (2020). RJEŠAVANJE PRITUŽBI U TURIZMU : završni rad (Undergraduate thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:200598

Medić, Margita. "RJEŠAVANJE PRITUŽBI U TURIZMU : završni rad." Undergraduate thesis, University of Split, Faculty of economics Split, 2020. https://urn.nsk.hr/urn:nbn:hr:124:200598

Medić, Margita. "RJEŠAVANJE PRITUŽBI U TURIZMU : završni rad." Undergraduate thesis, University of Split, Faculty of economics Split, 2020. https://urn.nsk.hr/urn:nbn:hr:124:200598

Medić, M. (2020). 'RJEŠAVANJE PRITUŽBI U TURIZMU : završni rad', Undergraduate thesis, University of Split, Faculty of economics Split, accessed 30 November 2024, https://urn.nsk.hr/urn:nbn:hr:124:200598

Medić M. RJEŠAVANJE PRITUŽBI U TURIZMU : završni rad [Undergraduate thesis]. Split: University of Split, Faculty of economics Split; 2020 [cited 2024 November 30] Available at: https://urn.nsk.hr/urn:nbn:hr:124:200598

M. Medić, "RJEŠAVANJE PRITUŽBI U TURIZMU : završni rad", Undergraduate thesis, University of Split, Faculty of economics Split, Split, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:124:200598

Metadata
TitleRJEŠAVANJE PRITUŽBI U TURIZMU : završni rad
AuthorMargita Medić
MentorLjudevit Pranić (mentor)
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2020-08, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Turizam je dinamična djelatnost koja svakodnevno nosi nepredviđene situacije. Rad s ljudima uz sve svoje blagodati ponekad nosi teret nemogućnosti predviđanja situacija. U dinamičnom okruženju i svakodnevnici, važno je da se djelatnici pravilno ophode s gostima i njihovim željama, u ovom slučaju s gostima i njihovim pritužbama. U ovom radu govori se o pritužbama u turizmu, o tome kako bi djelatnici trebali rješavati pritužbe u turizmu i kako ih oni rješavaju. Prikazane su vrste pritužba i načini na koje bi se s njima trebalo ophoditi. Također u radu su prikazani primjeri ophođenja s pritužbama u teoriji i konkretan primjer rješavanja pritužbe u teoriji i praksi. U ovom radu se spominje koliko zaista postoji primjera rješavanja pritužbi i koliko se o toj temi u teoriji i praksi govori. Cilj rada je istražiti zašto dolazi do pritužbi i kako bi pružatelji turističkih usluga trebali rješavati pritužbe svojih gostiju.
Abstract (english)
Tourism is a dynamic activity that involves unpredicted situations on a daily basis. Working with people has its benefits but sometimes it also means that we can’t predict certain situations. In a dynamic environment and everyday life, it is important that employees properly treat guests and their wishes, in this case guests and their complaints. This paper discusses complaints in tourism, how employees should handle complaints in tourism and how they handle them. The paper also presents examples of dealing with complaints in theory and an example of handling complaints in theory. This paper mentions how many examples of complaint resolution there really are and how much this topic is discussed in theory and practice. The aim of this paper is to find out why complaints happen and how tourism service providers should handle the complaints of their guests.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:200598
Study programmeTitle: Tourism
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 on2020-08-31 10:50:19