20.500.12556/DKUM-58207 ZADOVOLJSTVO, ZVESTOBA IN STRATEGIJA ZADRŽANJA GOSTOV PODJETJA X SATISFACTION, LOYALTY AND RETENTION STRATEGIES OF COMPANY X'S CUSTOMERS V diplomskem delu smo raziskali prizadevanje osebja gostinskega podjetja X, da bi zagotovili zadovoljstvo, zvestobo in zadržanje njihovih gostov. V teoretičnem delu smo s pomočjo ustrezne literature proučili različne avtorje in z njihovo pomočjo predstavili, kaj pomeni zadovoljstvo gostov, kakšne so njegove koristi, kaj pomeni sistematično zagotavljanje gostov. Prikazali smo tudi gosta kot osebnost, sestavo osebnosti – temperament. Opredelili smo ključne potrebe in želje gostov ter pomembnost kakovosti storitev. Predstavili smo razvoj zvestobe porabnika in nagrajevanje zvestobe. In the diploma thesis, we researched the endeavour of the X company’s personnel to provide satisfaction, loyalty and retention of their guests. In the theoretical part, various authors from professional literature were studied. Based on them it was presented, what satisfaction of customers means, what are its benefits, what means to systematically provide customers. A customer as a personality, personality structure – temperament was also presented. The essential needs and desires of customers and importance of service quality were defined. The development of customer’s loyalty and loyalty rewarding were also presented. zadovoljstvo zvestoba gost gostinska ponudba storitve prijaznost potrebe in želje prilagajanje. satisfaction loyalty customer bar offer services friendliness needs and desires adjustment. true true false [M. Telebar] Slovenski jezik Angleški jezik Diplomsko delo 2016-04-10 14:36:54 2016-08-12 09:23:49 2022-06-16 03:07:18 2019-07-11 10:31:49 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 339.13 12434460 URN:SI:UM:DK:SYB39XYD VS_Telebar_Maja_2016.pdf VS_Telebar_Maja_2016.pdf 1 C89B2F74521904152EC4A6133E9EF2F1 bcf58d92d835a315bf5f37cd3ec8e9321f42f22c1abeacd4cb1da4130c72b57e b98a41bc-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=94812 Ekonomsko-poslovna fakulteta 0 0 0