Odgovor na krizu uzrokovanu pandemijom na primjeru poduzeća Booking Holdings

master's thesis

• Title (english): Response to the crisis caused by the pandemic on the example of Booking Holdings
• Author: Lucija Živković
• Mentor: Davor Labaš (mentor)
• Committee member: Mihaela Mikić (predsjednik povjerenstva)
• Committee member: Mladen Turuk (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2022-09-14, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Uzevši u obzir sveopći utjecaj pandemije Covid-19, pokazalo se kako su se poduzeća unutar turizma, poput Booking Holdingsa, suočavala s nizom problema. Za razliku od drugih proizvodnih poduzeća, poduzeća unutar turizma su gotovo ostala bez prihoda radi zatvaranja granica, uspostavljanjem lockdown-a u mnogim zemljama svijeta pa je od ključne važnosti bilo uspostaviti kvalitetan menadžerski pristup upravljanja u novonastalim uvjetima. Upravo je pandemija uzrokovana koronavirusom uspostavila određene mehanizme kriznog menadžmenta u turizmu koji su se pokazali kao ključni za opstanak poslovnih subjekata u toj industriji. U skladu s time, predmet ovog rada je analizirati uloge menadžmenta i odgovor na krizu uzrokovanu pandemijom koronavirusa na primjeru svjetskog lidera u povezivanju potrošaća s pružateljima turističkih usluga, Booking Holdings. Glavni cilj diplomskog rada bio je definirati aspekte kriznog menadžmenta na primjeru Booking Holdings, a kako bi se do cilja došlo, kao metode prikupljanja podataka korištene su tehnika dubinskog polustrukturiranog intervjuiranja sa zaposlenicom poduzeća te anketni upitnik s korisnicima usluge koju poduzeće nudi. Naposljetku, istraživanje je pokazalo kako je, usprkos snažnom padu prihoda i sveopćem strahu od krize, menadžment poduzeća formirao strategiju kojom održava vodeću poziciju u industriji. Također, pokazalo se kako je više od polovice ispitanika naišlo na otkazivanje rezervacije, no njihova iskustva s otkazivanjima su pozitivna.

Abstract (english)

Given the overall impact of the Covid-19 pandemic, it has emerged that tourism-related businesses, such as Booking Holdings, have been facing difficulties. Unlike other manufacturing companies, companies within tourism sector were almost left without income due to the closing of borders, with the establishment of lockdown in many countries of the world, so it was of key importance to establish a quality managerial approach. The pandemic caused by the coronavirus established certain mechanisms of crisis management in tourism, which proved to be crucial for the survival of business entities in that industry. Accordingly, the subject of this paper was to analyze the roles of management and its response to the crisis caused by the coronavirus pandemic on the example of the world leader in providing services through travel technologies, Booking Holdings. The main goal of the master thesis was to define the aspects of crisis management on the example of Booking Holdings. In order to reach the goal of the work, the methods used were an in-depth semi-structured interview with an employee of the company and a research survey questionnaire with users of the service offered by the company. Finally, the research showed that, despite the sharp drop in income and the general fear of the crisis, the management of the company formed a strategy that maintains a leading position in the industry. Also, it was shown that more than half of the respondents encountered a reservation cancellation, but their experiences with cancellations were positive.

• Keywords: Booking Holdings; krizni menadžment; pandemija; turizam
• Keywords (english): Booking Holdings; crisis management; pandemic; tourism
• Language: croatian
• URN:NBN: urn:nbn:hr:148:847654
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and 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: 2022-09-15 07:15:57