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master's thesis
Uslužni ambijent
2018. urn:nbn:hr:137:414970
Beck, Ursula
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"

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Beck, U. (2018). Uslužni ambijent (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:414970

Beck, Ursula. "Uslužni ambijent." Master's thesis, University of Pula, 2018. https://urn.nsk.hr/urn:nbn:hr:137:414970

Beck, Ursula. "Uslužni ambijent." Master's thesis, University of Pula, 2018. https://urn.nsk.hr/urn:nbn:hr:137:414970

Beck, U. (2018). 'Uslužni ambijent', Master's thesis, University of Pula, accessed 14 April 2024, https://urn.nsk.hr/urn:nbn:hr:137:414970

Beck U. Uslužni ambijent [Master's thesis]. Pula: University of Pula; 2018 [cited 2024 April 14] Available at: https://urn.nsk.hr/urn:nbn:hr:137:414970

U. Beck, "Uslužni ambijent", Master's thesis, University of Pula, Pula, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:137:414970

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Metadata
TitleUslužni ambijent
Title (english)Service ambience
AuthorUrsula Beck
MentorAriana Nefat (mentor)
Committee memberDanijela Križman Pavlović (predsjednik povjerenstva)
Committee memberAriana Nefat (član povjerenstva)
Committee memberErik Ružić (član povjerenstva)
GranterUniversity of Pula
(Faculty of economics and tourism "Dr. Mijo Mirković")
Pula
Defense date and country2018-11-21, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
U današnjem, modernom svijetu uslužne djelatnosti nikad nisu bile brojnije i razvijenije no što su danas. Neopipljivost, heterogenost, neukladištivost te istovremenost proizvodnje i potrošnje glavne su karakteristike usluga. Upravo neopipljivost čini uslugu pomalo apstraktnom i nekada ju je teško vizualizirati i predočiti. U tim se slučajevima potrošač oslanja ka vidljivim i opipljivim dokazima koje pronalazi u fizičkom uslužnom okruženju koje se sastoji od eksterija, interijera te ostalih elemenata iz fizičkog okruženja. Unutar tog okruženja ostvaruje se uslužni ambijent, odnosno kombinacija elemenata kojojm se želi dotaći sva čovjekova osjetila. Uslužni ambijent sastoji se od vizualnih, zvučnih, mirisnih i taktilnih stimulansa na koje prema SOR modelu potrošač odgovara u vidu prihvaćanja ili izbjegavanja. U radu je obrađen uslužni ambijent dvaju luksuznih rovinjskih hotela u vlasništu Maistre d.d., a to su hotel Lone i hotel Monte Mulini.
Abstract (english)
The services have never been more numerous and developed as today. Intangibility, heterogeneity, perishability and inseparability are some of the main services characteristics. Intangibility can make service seem abstract and hard to visualise. In situations like this, customer is looking for some aditional evidence which can be seen and touched. Phyisical evidences of that kind are found in the physical servicescape which consists from it's exterior, interior and some other physical clues. Service ambience, a combination whose purpose is to reach all the human senses, is realised within this servicescape. The service ambience consists of visual, auditory, olfactory and tactile stimuli to which, according to the SOR model, the costumer responds is a way of acceptance or avoidance. This paper describes two luxury hotels in Rovinj whose owner is Maistra d.d., and that are hotels Lone and Monte Mulini.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:414970
Study programmeTitle: Business Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Course: Financial Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2018-11-29 08:19:45