Veränderte Marktbedingungen stellen hohe Anforderungen an das Marketing von Dienstleistungsunternehmen. Um langfristig am Markt bestehen zu können, ist es für einen Dienstleistungsanbieter entscheidend, das Vertrauen seiner Kunden zu gewinnen. Aufbauend auf theoretischen Grundlagen werden am...

Bei der Vermarktung komplexer Produkte und Dienstleistungen, spielt die Art und Weise, wie Verk�ufer und Kunde Informationen austauschen und verarbeiten eine zentrale Rolle. Hiervon ist letztlich nicht nur die Qualit�t der Anbieter-Nachfrager-Interaktion positiv betroffen, sondern auch...

A number of service companies focus on service differentiation nowadays. The companies that manage to deliver superior service are winners and may serve as an example of how the growth of services has changed business. The first part of the paper presents an analysis of the Croatian car rental...

The aim of this paper is to draw attention upon the importance of service quality and the evolution of the concept accross the years. In order to attain this goal, the authors will make a review of the ”service quality” concept – for what does it stand and how it can be measured?, as well...

[ES] En este trabajo se argumenta y se evidencia (con el análisis de algunos casos de empresas vascas), que para las empresas de servicios, la calidad y más concretamente la gestión de la calidad basada en los postulados de la filosofía de Gestión de Calidad Total y recogidos en modelos...

Статья посвящена проблемам развития и продвижения туристических услуг региона. Авторы рассматривают преимущества и недостатки, социально-экономические...

Traditionally, a successful project was seen as one in which the triad of time, budget and specifications was complied with at a profit. Current project literature places great emphasis on customer satisfaction as a fourth important success parameter. This paper discusses project management...

Meeting the challenges of an unstable and unsettled environment is not easy. The recent impacts on the hospitality services economy of changing technology, mergers of institutions, increasingly demanding consumers and increased competition have created an atmosphere of volatility and rapid...

Aservice encounter is an experience that extends over time. Therefore, its effective management must include the control of the timing of the delivery of each of the service's elements and the enhancement of the customer's experience between and during the delivery of the various elements. This...

Serviciile aeriene reprezinta un segment al economiei globale extrem de sensibil la fluctuatiile economiei mondiale, fiind asociat de catre un segment important de utilizatori ca un serviciu de transport de lux. In acest context, pierderile generate de fluctuatiile frecvente ale economiei...