20.500.12556/DKUM-37833 MANAGEMENT KAKOVOSTI STORITEV V TERMAH ZREČE SERVICE QUALITY MANAGEMENT IN TERME ZREČE Kakovost storitev predstavlja ključno sestavino za konkurenčnost, saj v današnjem času postaja poslovno okolje za organizacije čedalje bolj tekmovalno in agresivno. Organizacije lahko le s kakovostnimi storitvami zadovoljujejo odjemalčeva pričakovanja. Spremljanje potreb, pričakovanj ter želja odjemalcev oziroma v mojem primeru obiskovalcev ter gostov samih term zelo pomembno, saj lahko organizacije na podlagi rezultatov, mnenj oblikujejo ali izboljšajo ponudbo ter s tem zadovoljijo odjemalca. V diplomskem delu sem se podrobneje spoznala z managementov kakovosti storitev nasploh ter seveda na primeru Term Zreč. Na podlagi pridobljenih podatkov ter pogovorov z zaposlenimi ter gosti sem ugotovila, da so odjemalci zelo zadovoljni z storitvami, ki jih izvajajo, saj imajo vedno kako novost. Spoznala sem pa tudi njihove protokole oziroma kodekse izvajanja posameznih storitev v Termah Zreče. Quality of services is presenting key ingredient for competitiveness, because business environment for organizations is becoming increasingly competitive and aggressive within today's time. Organizations can satisfy client's' expectations only with quality services. Monitoring of needs, expectations and wishes of clients, or in my case of visitors and guests of spa, it is very important, because organizations based on results, of opinions form or they improve offer and they satisfy a client with this. I met management of quality of services more in detail generally in a undergraduate thesis and of course on case of spa of Zreče. On the basis of the acquired data and conversations with employees and guests, I found that clients were very satisfied with services they perform, because they are carrying out them and they have always some novelty. I also met their protocols and codes of the implementation of the individual services in Terme Zreče. terme managament kakovosti storitev kakovost storitev zadovoljstvo odjemalcev quality of service managamanet service of quality spa satisfaction of customers true true false [M. Bezenšek] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2012-09-11 15:48:32 2012-12-18 11:58:25 2022-04-24 22:09:51 2021-04-18 03:43:55 2012 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.6 11285532 URN:SI:UM:DK:BCUIUFTO UNI_Bezensek_Maja_2012.pdf UNI_Bezensek_Maja_2012.pdf 1 4674313DF6C0FA1065844347AF0FD6AD e876aa527f90d4ee7d25ba3cc65d830defcdff1b6247e5848c72cd293ed4e4c4 58b1b4bb-7c08-11eb-bb7a-00155d0001ca 20.500.12556/dkum/1a551eb6-d2db-47ff-a675-bf17d011c6ea https://dk.um.si/Dokument.php?lang=slv&id=50280 Ekonomsko-poslovna fakulteta 0 0 0