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Hotels present an engine of tourism development. Their standard and orientationtowards specific target groups of customers determine the strength of tourism offer.In addition, they contribute to the agricultural development, too, because they arethe great buyers of agricultural products. According to official data, the existingpotentials of Serbian tourism have been insufficiently valorised and Serbian hotels arein pretty poor condition- compared to international standards. Taking these facts intoconsideration, we can raise a question whether the key problems of Serbian hotelslie exclusively in inadequate accommodation capacities, or perhaps that there is alack of customer- oriented business philosophy. Also the question is to what extent thelegal regulations contribute to the protection of customer rights and their satisfaction.Therefore, the purpose of this paper is to ascertain the level of customer orientationin Serbian hotels, so as to find out whether members of hotel staff are acquainted withthe notion of customer orientation and determine the degree to which this approachhas been applied in practice. Conclusions and recommendations for improvement ofcompetitiveness of hotels in Serbia are derived on the basis of research conducted byinterviewing the employees of a sample of hotels in Serbia.

Keywords: customer orientation ; customer satisfaction ; protection of customers ; marketing in hotel management industry

Variant title: NIVO POTROŠAČKE ORIJENTACIJE I ZAŠTITE POTROŠAČA U HOTELIMA SRBIJE

Editor(s): Cvijanovic, Drago

Subject(s): Consumer/Household Economics

Marketing

Issue Date: 2014-03

Publication Type: Journal Article

DOI and Other Identifiers: UDC 338.43:63 CIP 33:63(497.11) ISSN 0352-3462 COBISS.SR-ID 27671 (Other)

PURL Identifier: http://purl.umn.edu/165715 Published in: Economics of Agriculture, Volume 61, Number 1 Page range: 25-39

Total Pages: 15

JEL Codes: M21; M31

Note: Original scientific paper

Series Statement: Economics of Agriculture 1/2014

UDC: 346.548:338.488.2:640.412(497.11)

Record appears in: Institute of Agricultural Economics, Belgrade - Serbia > Economics of Agriculture

Economics of Agriculture

Economics of Agriculture





Autor: Ćirić, Maja ; Počuča, Milan ; Raičević, Vuk

Fuente: http://ageconsearch.umn.edu/record/165715?ln=en







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