Sanja Dolenec

The attitudes of local communities towards the development of dark tourism are still underexplored. This thorough analysis of the scientific knowledge available in renowned databases in the period from 2013 to 2019 aims at explaining the role of local communities in dark tourism, the advantages and disadvantages of its development, and the understanding of the conditions needed for its acceptance and support. The analysis has determined that every practice of dark tourism is conditioned by the context within which it was created, and that it has economic, socio-cultural and environmental advantages and disadvantages. The support of the local community for the development of dark tourism is crucial for its continuous existence, and it can depend on the management strategies and the benefits that dark tourism provides. The research results contribute to the corpus of literature, and may inform strategic guidelines for dark tourism management, as well as benefit the wider community thr...

Dominantna uloga usluga u suvremenoj ekonomiji suocava upravu poduzeca s posebnim izazovima kako bi se kroz visoku razinu kvalitete usluge zadovoljili korisnici i postigli ciljevi poduzeca. Zbog specificnih karakteristika usluga, osjetljivosti uslužnih procesa i cimbenika koje je tesko kontrolirati, uprava uslužnog poduzeca mora veliku pažnju posvetiti zaposlenicima jer su oni ti koji realiziraju strategiju poduzeca, komuniciraju s korisnicima i određuju korporativni imidž. Upravo da bi se naglasila uloga zaposlenika kao kljucnog elementa u određivanju kvalitete usluge definiran je koncept internoga marketinga. Iako je pojam proizasao iz literature o uslužnom marketingu 70-ih godina, mnogi autori vec godinama naglasavaju da generalno kao i pojedini problemi nisu dovoljno zastupljeni u teoriji. Kako nema jedinstvene definicije i jasno određene koristi od implementacije internoga marketinga, u praksi se primjenjuje u vrlo malo mjeri. Od velike je važnosti naglasavati koristi od primje...

Customer relationship development represents a strategic goal for most organizations in contemporary market. In achieving this goal, salespeople as boundary spanners are crucial and particularly successful when highly satisfied. Satisfaction with manager is a part of the components that impact the overall employee satisfaction. Accordingly, sales manager’s attitudes, behavior and skills (such as communication skills) can significantly impact their subordinates’ satisfaction through their satisfaction with manager. The main aim of the study is to explore the relations between the components of effective manager’s communication (i.e. listening skills, open communication and effective feedback) and satisfaction with sales manager, as well as the relations between the above satisfaction with manager and customer relationship development. The results will provide deeper insights into the said relationships in the sales context. Moreover, the beneficiaries of the study would be sales mana...

Customer relationship development represents a strategic goal for most organizations in contemporary market. In achieving this goal, salespeople as boundary spanners are crucial and particularly successful when highly satisfied. Satisfaction with manager is a part of the components that impact overall employee satisfaction. Accordingly, sales manager’s attitudes, behavior and skills (such as communication skills) can significantly impact their subordinates’ satisfaction through their satisfaction with manager. The main aim of the study is to explore the relations between the components of effective manager’s communication (i.e. listening skills, open communication and effective feedback) and satisfaction with sales manager, as well as the relations between the above satisfaction with manager and customer relationship development. The results will provide deeper insights into said relationships in the sales context. Moreover, the beneficiaries of the study would be sales managers tha...

Vec s pocetkom 20. stoljeca globalizacija postaje jedan od najvažnijih fenomena. Ujedno se sve vise afirmira nova ekonomija koja oblikuje nove ekonomske zakonitosti i nove uvjete poslovanja. Oni su složeniji s obzirom na svakodnevne promjene u okruženju, a posebno s obzirom na napredak informatike i tehnologije. Menadžeri moraju poboljsavati konkurentnost u globalnom poslovnom okruženju sa svih aspekata poslovanja te stalno preispitivati i nadograđivati lanac vrijednosti. Dodajuci tome i suvremene trendove kao sto su internacionalizacija proizvodnje i trgovine, sve razvijenije prometne mreže i drugo, dakako da i logistika pod utjecajem ovih cimbenika sve vise napusta tradicionalne modele poslovanja. Predmet istraživanja su suvremeni logisticki modeli. Koji su i kakvi trendovi u logistici? Zasto bi neko poduzece koristilo pojedini suvremeni model, tj. koje su koristi njegove primjene? Ovim radom se pokusava odgovoriti na postavljena pitanja, te je njegova svrha prikazati dominantne t...

The concept of the internal marketing was defi ned in order to stress the role of employees as the key element in determining service quality. Although the origin of the term is in the service marketing literature of the 70s, many authors stress that both general and particular problems are not adequately represented in theory. The purpose of the thesis is to stress the theoretical benefit of the implementation of internal marketing concept and to research its practical usage. The organizations that implement the activities of internal marketing should have a fertile ground for successful business. Considering that banking services are, usually deemed hard to sell, internal marketing is even more important in the respective sector. Thereby the primary research about the acceptance of internal marketing and its specificity had been conducted on the banking sector of the Republic of Croatia. Results of the research show that the banks that operate in Croatia are aware of the need to a...

Although the internal marketing concept emerged in the 1970s from service marketing, it has not been widely accepted in the business environment. One of the reasons lies in the fact that the concept and the components had not been precisely defined. The purpose of this paper is to assess the extent of the acceptance of the internal marketing philosophy in the Croatian financial sector and to identify the components of internal marketing. The conducted research highlights that the acceptance of the concept in the Croatian financial sector is mediocre. This confirms the insufficient application of the concept in practice. The study findings also suggest that internal marketing is perceived through three dimensions, e.g. development and communication to employees, rewarding and training and organization’s vision. These findings underline the issue that managers have to take into consideration when designing internal marketing programs, in order to achieve IM objectives. Furthermore, th...

Researching travel trends of new generations is the first step for tourism providers towards modifying their offers in order to match target markets’ needs. The above represents this paper’s primary purpose. The motivation and behavior of the new generations, also known as Millennials or Generation Y and Post-Millennials or Generation Z, influence the contemporary tourism characteristics. They are both more than familiar with recent technology trends and usage. There are two main goals of this paper. The first is to determine the behavior of Generation Y and Z members during their stay in the tourist destination and their preferences in terms of company, accommodation and transport options. The second goal of this paper focuses on exploring the behavior of the Y and Z generation members related the dissemination of information about their stay in a tourist destination. Questions covered issues regarding review writing about a tourist destination or accommodation, the timing of writi...

Researching travel trends of new generations is the first step for tourism providers towards modifying their offers in order to match target markets’ needs. The above represents this paper’s primary purpose. The motivation and behavior of the new generations, also known as Millennials or Generation Y and Post-Millennials or Generation Z, influence the contemporary tourism characteristics. They are both more than familiar with recent technology trends and usage. There are two main goals of this paper. The first is to determine the behavior of Generation Y and Z members during their stay in the tourist destination and their preferences in terms of company, accommodation and transport options. The second goal of this paper focuses on exploring the behavior of the Y and Z generation members related the dissemination of information about their stay in a tourist destination. Questions covered issues regarding review writing about a tourist destination or accommodation, the timing of writi...