Primjene menadžmenta prinosa u uslužnim djelatnostima

master's thesis

• Title (english): Applications of yield managment in service industry
• Author: Mia Židanić
• Mentor: Jasna Prester (mentor)
• Committee member: Najla Podrug (predsjednik povjerenstva)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2015-09-14, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Menadžment prinosa je praksa koja se rabi u svim uslužnim djelatnostima kod donošenja najbitnijih poslovnih odluka. Predstavlja skup tehnika koje omogućuju ostvarivanje maksimalnog prihoda. Njime se prognozira potražnja, alocira kapacitet i klijente se segmentira i podjeljuje u različite grupe klijenata. Ovo područje dosta je neistraženo zato što što su informacijski sustavi koji bilježe ogroman broj podataka o klijentima, postali sve kompleksniji. Poduzeća ih drže u strogoj tajnosti jer im osiguravaju konkurentsku prednost na tržištu.
Svrha rada je proučiti strategije pojedinih uslužnih poduzeća i implementaciju njihove primjene. Također, potrebno je utvrditi na koji način zadovoljiti klijente pruženom uslugom da poduzeće pritom ne ostvaruje gubitak i da se suradnja ostvari na obostrano zadovoljstvo.
Cilj rada je provesti istraživanje na temelju primjene menadžmenta u uslužnim djelatnostima i proučiti metode koje strana poduzeća koriste u stvaranju prihoda, saznati na koji način postižu optimalni kapacitet, opisati karakteristike njegove primjene i provedbu.
Nadalje, opisani su informacijski sustavi za menadžment prinosa klijenata te način na koji se obavlja prognoziranje i pohranjivanje podataka te procjena cijene proizvoda ili usluge.
U radu su prikazani rezultati istraživanja kojim je utvrđeno da svako poduzeće upravlja sustavom prinosa odabirom različitih tehnika za koje smatra da daju najefikasnije rješenje i optimalan financijski rezultat.

Abstract (english)

Yield management is a practise that is used in all service industries with the most important decision making. It is a set of techiques that alllow to obtain the maximum revenue. It forecasting demand, allocate capacity and segmenting clients in different groups of customers. This area is quite unexplored, because the information systems who have a record of huge number of customer data, became more complex. Companies do not want to reveal them because of gaining a competitive advatage.
The purpose of this thesis is to ponder the strategies of certain service companies and implementation of their applications. Also, it is necessary to determine how to satisfy customers with the servive provided to the company, without making loss and to achieve cooperation to mutural satisfaction.
The aim is to carry out research based on the application of management in the servise industry and study methods to foreign companies that are used in the creation of income, find out how achieve optimal capacity, describe the characteristics of its application and implementation.
Furthermore, describes the information systems for the management of return customers, and the way it performs ferecasting and data storage and evaluation price of the product or service. The paper presents the results of research and found that every company manage the system yields by selecting different techniques which it believes provide the most effective solution and optimal financial results.

• Keywords: menadžment prinosa; prebukiranje; alokacija kapaciteta; prognoziranje; informacjski sustav
• Keywords (english): yield management; overbooking; capacity allocation; forecasting; informatic system
• Language: croatian
• URN:NBN: urn:nbn:hr:148:389129
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2016-10-11 10:46:26