Zadovoljstvo gostov s pomurskimi gostilnami

diplomsko delo

Renata Stanko (Avtor), Damijan Mumel (Mentor)

Povzetek

Ljudje smo različni. Različno vrednotimo in ocenjujemo iste stvari. Imamo različne okuse, različne zahteve, obenem pa imamo svoja pričakovanja. Od gostincev in pri njih zaposlenih pričakujemo, da bodo poznali naše zahteve in pričakovanja ter jih brezhibno zadovoljili. Še posebej, ker so nas k njim napotili naši prijatelji oz. družina, ki so bili zelo zadovoljni ali zato, ker je od naše prisotnosti v gostilni odvisen naš družbeni položaj. Prenos informacij med prijatelji in družinskimi člani o gostilni so najpogostejše informacije o gostilni. Za gostince je to brezplačna reklama, ki pa se ne sme izneveriti. Le redki bomo gostincu zaupali, kaj je bilo narobe, bomo pa to povedali drugim. Težko je delati z ljudmi, še posebej, če so vsak dan drugi. Drugi gostje in drugi sodelavci. Zato si gostinci prizadevajo, da pridobijo stalne goste, katerih potrebe in zahteve poznajo in jih zato lažje izpolnijo. Težko se je dati na ogled, vendar je to način, da izveš pomanjkljivosti in dobiš priložnost, da jih odpraviš. Pri gostih pa je to priložnost, da gostincu zaupajo, kaj pogrešajo, kaj pričakujejo in mu izrazijo priznanje. Sodelavci gostinca predstavljajo pomemben del spoznavanja in zadovoljevanja potreb gosta. Če zahteve gosta poznajo, če gostje poznajo njihovo delo, je veliko lažje ohranjati tisto, kar je dobro, in odpravljati napake.

Ključne besede

porabniki;vedenje;osebnost;življenjski stil;kultura;družina;odločanje;gostinstvo;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2010
Izvor:	[Murska Sobota
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM EPF - Ekonomsko-poslovna fakulteta
Založnik:	R. Stanko
UDK:	658.89:640.4
COBISS:	10562588
Št. ogledov:	1821
Št. prenosov:	129
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Satisfaction of guests with Pomurje inns
Sekundarni povzetek:	People are different. We value and measure differently the same things. We have different tastes, different demands, but at the same time we have our own expectations. From innkeepers and their employees we expect, that they will know our demands and expectations and that they will satisfy them flawlessly. Especially because they were recommended by our friends or family, which were very satisfied with their services or because we are socially ranked by the inns we visit. Transfer of information between friends and family on the inns are the most frequent information on the inn. For inn it is free advertising, but it should never be proven faithless. Only few of us will share our disappointment with innkeeper, but we will share it with others. It is hard to work with people, especially if they change on a daily basis - every day new guests and every day new employees. Therefore the innkeepers try to earn permanent guests, because they know their needs and demands and are therefore easier to fulfil. It is hard to be on sight all the time, but it is the way to learn what your disadvantages are and to get opportunity to improve yourself. At the same time it is also opportunity for guests to gain trusts in innkeeper and to share with him their expectations, what they miss in services and to express their appreciation. Employees of innkeepers are also very important part of recognition and fulfilment of the needs of guests. If they know demands of the guest and if the guest knows their work, it is much easier to keep the good parts and to improve the faults.
Sekundarne ključne besede:	costumers’ knowledge;needs;motives;stands;personality;lifestyle;culture;groups;family;personal influence;situational influence.;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Strani:	54 str., 3 str. pril.
Ključne besede (UDK):	applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;communication and transport industries;accountancy;business management;public relations;komunikacije in transport;knjigovodstvo;poslovni menedžment;stiki z javnostjo;business management;administration;commercial organization;poslovni menedžment;administracija;komercialna organizacija;marketing;sales;selling;distribution;prodaja;distribucija;applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;home economics;domestic science;housekeeping;gospodinjstvo;stanovanje;types of household;vrste gospodinjstev;gostinstvo;hotelirstvo;
ID:	994961