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undergraduate thesis
Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb
2020. urn:nbn:hr:233:327112
Krajačić, Fred
Edward Bernays University of Applied Sciences
Department of Public Relations

Cite this document

Krajačić, F. (2020). Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb (Undergraduate thesis). Zagreb: Edward Bernays University of Applied Sciences. Retrieved from https://urn.nsk.hr/urn:nbn:hr:233:327112

Krajačić, Fred. "Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb." Undergraduate thesis, Edward Bernays University of Applied Sciences, 2020. https://urn.nsk.hr/urn:nbn:hr:233:327112

Krajačić, Fred. "Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb." Undergraduate thesis, Edward Bernays University of Applied Sciences, 2020. https://urn.nsk.hr/urn:nbn:hr:233:327112

Krajačić, F. (2020). 'Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb', Undergraduate thesis, Edward Bernays University of Applied Sciences, accessed 08 December 2024, https://urn.nsk.hr/urn:nbn:hr:233:327112

Krajačić F. Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb [Undergraduate thesis]. Zagreb: Edward Bernays University of Applied Sciences; 2020 [cited 2024 December 08] Available at: https://urn.nsk.hr/urn:nbn:hr:233:327112

F. Krajačić, "Privlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb", Undergraduate thesis, Edward Bernays University of Applied Sciences, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:233:327112

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Metadata
TitlePrivlačnost, zadovoljstvo i lojalnost gostiju hotela Sheraton Zagreb
Title (english)Sheraton Zagreb hotel's customer attraction, satisfaction and loyalty
AuthorFred Krajačić
MentorAdrian Beljo (mentor)
GranterEdward Bernays University of Applied Sciences
(Department of Public Relations)
Zagreb
Defense date and country2020-10-08, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Public Relations
Abstract
Ovaj rad opisuje odnos zaposlenika Sheraton hotela u Zagrebu s njegovim potencijalnim, postojećim i budućim gostima te opisuje način na koji Hotel ispunjava očekivanja i potrebe gostiju. Tako Hotel stijeće njihovo povjerenje i uvelike povećava šanse za ponovni boravak tih istih gostiju. U radu su spomenute metode komunikacije zajedno s kanalima komunikacije kojima se Sheraton Zagreb Hotel služi u komunikaciji s gostima prije, tijekom i nakon njihovog boravka u hotelu. Uvodni dio govori o nastanku hotelskog lanca Sheraton, tijeku razvoja te postepenom dospijeću na sam vrh ljestvice najprestižnijih hotela u svijetu. Uvodni dio također govori o Sheraton hotelu u Zagrebu i načinu kojim Sheraton Zagreb nagrađuje odanost svojih klijenata. Uvod započinje s temeljnom vrijednosti hotelskog lanca Sheraton a to je besprijekorna briga o svojim gostima odnosno klijentima te kvaliteta usluge koju im Hotel Sheraton Zagreb pruža. Glavni dio teksta pobliže opisuje način na koji Sheraton Zagreb Hotel gradi, njeguje i održava svoj odnos prema svim bivšim, trenutnim i budućim gostima kako bi zadovoljio njihove potrebe te ispunio njihova očekivanja. Gosti tada nagrađuju hotel svojom vjernošću a vjernost gosta je temelj hotelskog lanca Sheraton.
Abstract (english)
This paper is an analysis of the way Sheraton Zagreb Hotel attracts potential customers, treats current in-house customers to satisfy their needs, and finally how Sheraton Zagreb earns customer's loyalty to make them come back. The paper mentions the channels and methods of communication Sheraton Zagreb uses in pre-stay, during-stay and post-stay communication with customers. Introductory paragraphs mainly focus on the beginnings of Sheraton as a brand, its expansion over the decades, and finally how Sheraton began a part of the world's largest hotel company. In addition to that, the introductory paragraphs also contain information about Sheraton Zagreb Hotel and its loyalty rewards program. The paper starts with an insight of Sheraton brand, primarily what it stands for in terms of the deliverance of service excellence to its customers and how it all began in the year of 1937. The main paragraphs focus on the relationship and care Sheraton Zagreb Hotel builds, provides, and sustains with its customers in order to meet their requirements. After the customer's requirements have been met, the relationship between the Hotel and the customer results in customer loyalty. Loyalty is a foundation of the Sheraton brand.
Keywords
Keywords (english)
Languageenglish
URN:NBNurn:nbn:hr:233:327112
Study programmeTitle: Communication management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/ca odnosa s javnošću (stručni/a prvostupnik/ca odnosa s javnošću)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2024-10-11 04:27:24