Specifičnosti prodaje i pregovaranja u segmentu paketne dostave na hrvatskom poslovnom tržištu

professional thesis

• Author: Ivan Vejin
• Mentor: Marija Tomašević Lišanin (mentor)
• Committee member: Marija Tomašević Lišanin (predsjednik povjerenstva)
• Committee member: Mirko Palić (član povjerenstva)
• Committee member: Dubravka Sinčić Ćorić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2016, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Poslovno pregovaranje vrlo je važna vještina u funkciji prodaje, te je treba percipirati kao
glavnu okosnicu kupoprodajnih aktivnosti. Opća tržišna situacija u sektoru kurirskih usluga u
Hrvatskoj vrlo je dinamična, stoga i pregovarački izazovna. Stoga, prodavači moraju biti
obučeni za poslovno pregovaranje i poznavati sve faze prodajnog i pregovaračkog procesa.
Analiza slučajeva pregovaranja u prodaji usluga dostave paketa poslovnim klijentima, kao i
empirijsko istraživanje zadovoljstva korisnika usluga paketne dostave provedeni su na
primjeru prodajnog i pregovaračkog procesa nuđenja i ugovaranja dostavnih usluga TISAK
paketa.

Abstract (english)

In contemporary, customer oriented business systems, negotiating process elevates to strategic
importance and becomes one of the major sources of competitive advantage. This paper tries
to answer the question of importance of effective business negotiating from the aspect of
successful parcel delivery services selling to business users. The paper examines
characteristics of parcel delivery industry on Croatian market, defines the term and attributes
of negotiating and selling process, and analyses business cases of negotiating in selling parcel
delivery services to business clients. The paper also reports the results from the customer
satisfaction surveys that evaluate quality and other aspects of service and service provider,
and selling and negotiating processes.

• Keywords: dostava paketnih pošiljki; prodajni proces; pregovaranje; zadovoljstvo korisnika
• Keywords (english): parcel delivery; selling process; negotiating; customer satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:437036
• Study programme: Title: Trade Management; Study programme type: university; Study level: postgraduate specialist; Academic / professional title: sveučilišni/a specijalist/specijalistica menadžmenta trgovine (sveučilišni/a specijalist/specijalistica menadžmenta trgovine)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Repository: REPEFZG
• Created on: 2016-11-15 09:29:59