prikaz prve stranice dokumenta ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS
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ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS
2021. urn:nbn:hr:229:295826
Mratinović, Bruna
RIT Croatia

Citirajte ovaj rad

Mratinović, B. (2021). ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS (Završni rad). Dubrovnik: RIT Croatia. Preuzeto s https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović, Bruna. "ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS." Završni rad, RIT Croatia, 2021. https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović, Bruna. "ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS." Završni rad, RIT Croatia, 2021. https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović, B. (2021). 'ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS', Završni rad, RIT Croatia, citirano: 06.12.2024., https://urn.nsk.hr/urn:nbn:hr:229:295826

Mratinović B. ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS [Završni rad]. Dubrovnik: RIT Croatia; 2021 [pristupljeno 06.12.2024.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:295826

B. Mratinović, "ANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS", Završni rad, RIT Croatia, Dubrovnik, 2021. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:295826

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Podaci o radu
NaslovANALYSIS OF NEGATIVE ONLINE REVIEWS AND RESPONSES IN DUBROVNIK BASED HOTELS
AutorBruna Mratinović
MentorBesim Agušaj (mentor)
Ustanova koja je dodijelila
akademski / stručni stupanj		RIT Croatia
Dubrovnik
Datum i država obrane2021-04-23, Hrvatska
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Sažetak
Online reviews had been the basis for hotels to identify the potential service failure and to achieve service recovery. This paper investigates the areas that customers complain about, how often do hotels respond and what type of responses do hotels provide to complaining guests. A content analysis was done on Trip Advisor platform including one star rated reviews and responses in 15 Dubrovnik hotels. Results suggest that customers mostly complain about F&B and front desk attitude and customers get both Standardized and Personalized responses. Hotels could’ve been more successful in responding to customer reviews if they focused on having Personalized rather than Standardize responses.
Ključne riječi
Jezikengleski
URN:NBNurn:nbn:hr:229:295826
Studijski programNaziv: Service Management
Vrsta studija: stručni
Stupanj studija: preddiplomski
Akademski / stručni naziv: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (bacc. oec.)
Vrsta resursaTekst
Način izrade datotekeIzvorno digitalna
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2021-07-29 11:57:23