Uloga kvalitete usluga i politika prema klijentima u djelatnosti za njegu i održavanje tijela

master's thesis

• Title (english): Role of quality of services and policies to clients in the care and body care activities
• Author: Kristina Ferenčak
• Mentor: Jasna Prester (mentor)
• Committee member: Jasna Prester (predsjednik povjerenstva)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Committee member: Ana Aleksić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2020-09-24, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Ovaj rad proučava teorijsku pozadinu klasifikacije korisnika u uslužnim djelatnostima, psihološke potrebe korisnika usluga i njihova očekivanja pri primanju usluga. Osim toga, proučava i determinante usluga i kvalitete usluga te primjene politika odnosa prema klijentima. Svrha ovog rada je ispitati naslućuju li klijenti pri korištenju usluga kako su i jesu li na neki način klasificirani od strane uslužnog osoblja te kako je to utjecalo na njihovo zadovoljstvo uslugom. Istraživanje je obuhvatilo sto korisnika jednog kozmetičkog studija, a korisnici su od strane osoblja kozmetičkog studija bili klasificirani na temelju platežne moći. Rezultati ovog istraživanja su između ostalog pokazali da korisnici usluga nisu uspjeli prepoznati jesu li ili nisu bili na neki način klasificirani.

Abstract (english)

This paper studies the theoretical background of user classifications in services, psychological needs of service users and their expectations when receiving services. Furthermore, it studies distinctive characteristics of services, service quality and customer relationships policies. The purpose of this paper was to examine if clients when consuming a service could perceive if they were classified in some way or another and how it affected their satisfaction with service quality. The study included one hundred users of one cosmetic studio, and users were classified by one of their employees based on their purchasing power. Among other things, the results of this research showed that service users failed to identify whether or not they were in some way classified.

• Keywords: uslužna djelatnost; djelatnost za njegu i održavanje tijela; klasifikacija; kvaliteta usluga; korisnici; platežna moć
• Keywords (english): services; body maintenance and care services; classification; service quality; consumer; purchasing power
• Language: croatian
• URN:NBN: urn:nbn:hr:148:031443
• 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: 2020-09-28 09:24:39