Sandra Janković, PhD, Full Professor

University of Rijeka

Faculty of Tourism and Hospitality Management

Accounting Department

Primorska 42, P.O.Box 97, 51410 Opatija, Croatia

Phone: +385 51 294 698

E-mail: sandrai@fthm.hr

Milena Peršić, PhD, Full Professor

University of Rijeka

Faculty of Tourism and Hospitality Management

Accounting Department

Primorska 42, P.O.Box 97, 51410 Opatija, Croatia

Phone: +385 51 294 698

E-mail: milena.persic@fthm.hr

Dubravka Vlašić, PhD, Assistant Professor

University of Rijeka

Faculty of Tourism and Hospitality Management

Accounting Department

Primorska 42, P.O.Box 97, 51410 Opatija, Croatia

Phone: +385 51 294 698

E-mail: dubravka.vlasic@fthm.hr

Presentation title: IMPORTANCE OF REVENUE MANAGEMENT IN HEALTH/SPA RESORTS: EVIDENCE FROM CROATIA

Abstract

Purpose – The purpose of this paper is to present the characteristics of revenue measurement and key performance indicators (KPIs) for revenue management in health/spa resorts, as a basis for benchmarking development. Benchmarking information is very important to assess the competitiveness and in the long term to increase revenue and profitability.

Design – Managers in health/spa resorts are often confronted with new business problems and opportunities and need relevant information on the profitability and competitiveness of health/spa services. For this purpose, the use of segment reporting standards and segment information is needed. Therefore, the paper provides a framework for benchmarking in the health/spa resorts.

Methodology – KPIs for revenue management in Croatian special hospitals and health/spa resorts that are preconditions for benchmarking development are presented. The need for establishing the segment reporting system according to the specific needs of special hospitals and health/spa resorts and reporting of KPI for revenue management according to the literature review and research results will be discussed.

Findings – The research results show the structure of revenue and main market segments as well as the KPI as ADR, RevPAR and TrevPAR for 2017 in Croatian health/spa resorts. The paper contributes to the development of theoretical framework of benchmarking methodology in health/spa resorts.