Aktuální články z marketingu a obchodu


THE EFFECTS OF PERCEIVED SATISFACTION WITH SERVICE RECOVERY EFFORTS: A STUDY IN A HOTEL SETTING

Estrella Díaz, Mar Gómez, David Martín-Consuegra, Arturo Molina

Innovation and the adoption of new business practices related to customer satisfaction are essential to improve social performance and sustainability, specifically in the tourism sector. While some tourism companies have developed new work strategies, it is difficult to consider issues such as quality certification, environmental policies, human resource training, or customer service norms, among other aspects. For example, in the case of hotels and restaurants, improved sustainability policies have been promoted through regulations and special actions (such as the ITQ 2000 ® RS norm), which generate more effective approaches to planning, innovation and customers and stakeholder relations (Buckley, 2012).
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EVALUATION AND COMPARISON OF B2C E-COMMERCE INTENSITY IN EU MEMBER STATES

Hana Kunešová, Ludvík Eger

Electronic commerce (e-commerce), as part of e-business, is still undergoing dynamic development and significantly affects the economic reality in EU member states. E-commerce relates to the development of information and communications technologies (ICT). It has gone through development stages (detailed below), and since 2010 (Schneider, 2015) has been in its current maturity stage in developed countries and the European Union (EU) (Qin et al., 2014, according to whom the maturity stage of e-commerce dates back to 2004).
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ACCESSIBLE TOURISM FOR ALL – CURRENT STATE IN THE CZECH BUSINESS AND NON-BUSINESS ENVIRONMENT

Ivica Linderová, Petr Janeček

Tourism is a sector of remarkable economic importance. It is currently one of the most dynamically developing sectors of the economy. It provides huge opportunities for socio-economic development (Maráková, Dyr, & Wolak-Tuzimek, 2016). According to the World Tourism Organisation (UNWTO), the European tourism economy contributes about 5% (depending on its definition up to 11%) to the GDP of the European Union and provides between 8 and 24 million jobs (depending on the definition of the sector). Tourism development has numerous economic and socio-cultural impacts on the regional economy, entrepreneurship and local businesses.
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THE MODERATING INFLUENCE OF CONSUMER DEMOGRAPHICS ON THE RELATIONSHIP BETWEEN PERCEIVED CSR AND BRAND LOYALTY IN THE ROMANIAN RETAIL BANKING SECTOR

Ovidiu-Ioan Moisescu, Oana-Adriana Gică

The relationship between brand loyalty and the extent to which companies are perceived by their customers as being socially responsible represents a relevant research topic, especially in the service industry, and particularly in the banking sector. Currently, even though the banking sector can be generally considered an oligopoly in most countries, competition among banks is intense, due to the decreasing level of their customers’ inertia, as well as to the ease and velocity of switching banking services providers.
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THE MARKETING-ENTREPRENEURSHIP PARADOX: A FREQUENCY-DOMAIN ANALYSIS

Slavka T. Nikolić, Nikola Gradojević, Vladimir Đaković, Valentina Mladenović, Jelena Stanković

The notion of entrepreneurship is not new, but entrepreneurship is continuously searching for new ideas while increasing their applications (Morris & Trotter, 1990; Morris, Lewis, & Sexton, 1994). Marketing and entrepreneurship are broadening their field of synergic activity, but some gaps in this interaction still remain (Bhuian, Menguc, & Bell, 2005). Numerous studies have indicated the link between marketing and entrepreneurship (Murray, 1981; Morris & Paul, 1987; Herron, Sapienza, & Smith-Cook, 1992; Hills & LaForge, 1992; Becherer & Maurer, 1998; Morris, Schindehutte & LaForge, 2002; Kraus, Harms, & Fink, 2010; Gilmore, 2011, Hills & Hultman, 2011; Hultman & Hills 2011; Kurgun, Bagiran, Ozeren, & Maral, 2011; Morrish, 2011; Busenitz, Plummer, Klotz, Shahzad, & Rhoads, 2014), but a number of research question have remained underexplored.
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