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Scientific paper - Preliminary note / Short communication
The influence of the offer of animation programs on customer satisfaction and loyalty
DIEM: Dubrovnik International Economic Meeting, 7 (2022), 1; 80-90. https://doi.org/10.17818/DIEM/2022/1.9
Keča, Karla; Ivančić, Ivana

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Keča, K. & Ivančić, I. (2022). The influence of the offer of animation programs on customer satisfaction and loyalty. DIEM: Dubrovnik International Economic Meeting, 7. (1), 80-90. doi: 10.17818/DIEM/2022/1.9

Keča, Karla and Ivana Ivančić. "The influence of the offer of animation programs on customer satisfaction and loyalty." DIEM: Dubrovnik International Economic Meeting, vol. 7, no. 1, 2022, pp. 80-90. https://doi.org/10.17818/DIEM/2022/1.9

Keča, Karla and Ivana Ivančić. "The influence of the offer of animation programs on customer satisfaction and loyalty." DIEM: Dubrovnik International Economic Meeting 7, no. 1 (2022): 80-90. https://doi.org/10.17818/DIEM/2022/1.9

Keča, K. and Ivančić, I. (2022) 'The influence of the offer of animation programs on customer satisfaction and loyalty', DIEM: Dubrovnik International Economic Meeting, 7(1), pp. 80-90. doi: 10.17818/DIEM/2022/1.9

Keča K, Ivančić I. The influence of the offer of animation programs on customer satisfaction and loyalty. DIEM: Dubrovnik International Economic Meeting [Internet]. 2022 [cited 2025 April 02];7(1):80-90. doi: 10.17818/DIEM/2022/1.9

K. Keča and I. Ivančić, "The influence of the offer of animation programs on customer satisfaction and loyalty", DIEM: Dubrovnik International Economic Meeting, vol. 7, no. 1, pp. 80-90, 2022. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:191:754005. [Accessed: 02 April 2025]

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Title (english)The influence of the offer of animation programs on customer satisfaction and loyalty
AuthorKarla Keča
AuthorIvana Ivančić
Author's institutionUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract (english)
Tourist animation is a combination of services and content aimed at improving the overall experience of the tourist service. The purpose of animation activities is to provide the guest with more than anticipated, to outperform guests’ expectations. The importance and significance of the added value that is provided to guests is increasingly emphasized. This paper was designed to overcome the deficit of research conducted in the field of tourist animation, especially the part related to the... More influence on customer satisfaction and loyalty. The main purpose of this research was to identify the factors of guest satisfaction that are positively related to the loyalty of guests in the hotel industry in the Republic of Croatia, through a review of the literature and the theory of guest satisfaction. Therefore, an empirical study was conducted in order to examine the impact of animation program offerings on guest satisfaction and loyalty from a manager’s perspective using a qualitative study. From the collected and analyzed data, it is possible to presume that the quality of animation programs, animators, and communication with the guest has a positive effect on guest satisfaction. Also, it has been found that the offer of animation programs affects the return and loyalty of guests. Based on the results obtained at the end of the paper, guidelines for further development in this area are proposed. The contribution of this paper is reflected in the acquisition of new knowledge regarding the impact of animation programs on guest satisfaction and loyalty, with an emphasis on the comprehensiveness of animation programs. Less
Keywords (english)
Languageenglish
Publication typeScientific paper - Preliminary note / Short communication
Publication statusPublished
Peer reviewPeer review
Publication versionPublished version
Journal titleDIEM: Dubrovnik International Economic Meeting
Numberingvol. 7, no. 1, pp. 80-90
e-ISSN1849-5206
DOIhttps://doi.org/10.17818/DIEM/2022/1.9
URN:NBNurn:nbn:hr:191:754005
Publication2022
Document URLhttps://hrcak.srce.hr/clanak/393857
Type of resourceText
Access conditionsOpen access
Terms of useLicence Attribution 4.0 International (CC BY 4.0) icon
Created on2025-02-13 11:11:32
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