The prevailing characteristic of the current business market is accelerated dynamics and remarkable change power, which require continuous adjustment of strategy. Employees are crucial drivers for optimal handling and implementing changes and innovations. The telecommunications sector is a major segment of the services industry and companies´ organizational behavior in terms of innovation is determined by various factors whose number, direction and intensity are not yet clearly defined. The research is aimed to investigate the influence of job satisfaction oninnovative capacity development of telecom operators by examining effectiveness of HRM practices in the innovation process. The methodology consists of suitable instruments for assessment of employee satisfaction and innovative behavior. The data was analyzed using linear regression. The results showed that job satisfaction expressed through compliance of challenging tasks, management practices, working conditions, corporate culture, compensation system, and professional competence significantly increases employees´ innovative behavior in the process of creating novel methods, techniques and instruments of labor or finding original solutions for on-going issues and changes in the business environment. The calculated values of the coefficients within the constructed models confirm the research hypothesis, which states that job satisfaction has a positive influence on innovative behavior of employees and improvement in work tasks.

Abstract The purpose of this chapter is to explore the mediating effect of consumer attitude towards purchasing organic food and moderating effect of consumer innovativeness on the intention to purchase organic food. A consumer survey was conducted with a specific focus on buyers of organic food products in Bosnia and Herzegovina. Data were collected during December 2016 via an online survey, eventually obtaining 173 valid questionnaires for analysis. The indirect effect of organic food knowledge, subjective norm, personal norm, organic food availability, attitude towards organic food and organic food scepticism on intention to purchase organic food was tested using the PROCESS Macro in SPSS. The results revealed that organic food knowledge, subjective norm, personal norm, attitude towards organic food have indirect effects on consumer intention to purchase organic food. Moreover, findings suggest that attitude towards organic food purchase mediates the link between these four factors and consumer’s intention to purchase organic food. In addition, it was proven that consumer innovativeness positively moderates the attitude-purchase intention link in the context of organic food consumption. This chapter enhances the external validity of previous empirical findings beyond the Western European context. Further, it provides some important guidelines to the retailers to develop and implement marketing strategies for organic food products.

Recent studies show that seniors will soon become one of the major prospective segments in hospitality and travel industry. Given that population aged 65+ is usually retired with pensions, they have leisure time for travelling at any time of the year. They are also the most demanding expecting services excellence and high-level security while at the same time 63% of seniors aged 65-74 reported some sort of chronic illness. Hence, energy-efficient and health-focused facilities can be a significant potential for tourism development in Sarajevo region, which is a popular destination considering its unique nature, rich gastronomic, cultural and historical heritage. However, currently there is no market segmentation tailored to specific needs of senior tourists and research aims to explore opportunities for this type of services with the objective of introducing accommodation facilities for elderly based on eco-smart solutions with highlighted focus on well-being and health. Setting of still water machines and installation of renewable energy system for electricity, ventilation and heat can have various positive effects increasing security, providing more healthy conditions, influencing life expectancy and counteracting the aging. Methodology includes feasibility study of eco-smart and health-oriented facility for seniors while practical implications for future actions are given in the conclusion.

The main objective of this research is to contribute to an improved understanding of BPM practices in transition economies. The paper offers an overview of the key motives for BPM implementation within different business processes and across industry sectors, as currently practiced by 240 (large and small) companies in a small transition economy of Bosnia & Herzegovina. Being the first of its kind for this particular country, this research also contributes to an important body of knowledge on BPM in transition economies of a particular type. Our research also identifies an important limitation of prior research in this area, where BPM studies are often de-contextualized from their very unique context of transition economies. Consequently, we propose to expand the current research on BPM in transition economies to include further research on BPM for transition economies.

Recent studies show that seniors will soon become one of the major prospective segments in hospitality and travel industry. Given that population aged 65+ is usually retired with pensions, they have leisure time for travelling at any time of the year. They are also the most demanding expecting services excellence and high-level security while at the same time 63% of seniors aged 65-74 reported some sort of chronic illness. Hence, energy-efficient and health-focused facilities can be a significant potential for tourism development in Sarajevo region, which is a popular destination considering its unique nature, rich gastronomic, cultural and historical heritage. However, currently there is no market segmentation tailored to specific needs of senior tourists and research aims to explore opportunities and potential for this type of services with the objective of introducing accommodation facilities for elderly based on eco-smart solutions with highlighted focus on well-being and health. Setting of still water machines and installation of renewable energy system for electricity, ventilation and heat can have various positive effects increasing security, providing more healthy conditions, influencing life expectancy and counteracting the aging. Thus, research goal is creating feasibility study on eco-smart and healthfocused facility for senior tourists in Sarajevo region using strategic management tools as a methodology instruments, including application of PEST concept, determining industry development phase as well as evaluating its structure, attractiveness and profitability via five forces of Porter model. Recommendations for future studies as well as practical implications for appropriate business actions are given in the conclusion relating to senior tourism development in Sarajevo region.

Background: Social media allow companies to create more "friendly" and personal interaction with their customers on an individual basis affecting the relationship development. Generally, people have more confidence in their friends’ recommendations. On the other hand, companies prefer this type of direct and targeted communication considering its reasonably lower costs, greater ability to target specific categories of visitors, the speed of response, etc. Objectives This paper aims to investigate the characteristics and benefits of using Social Customer Relationship Management (or abbreviated SCRM) for developing relations that many customers nowadays perceive as the most valuable component of the business offer. Methods/Approach The most important characteristics of SCRM were examined using factor analysis and logistic regression in order to explore how respondents’ gender and variables with highest weight from each factor re -late to customers’ choice of social media-based interaction. Sampling technique was applied via an online questionnaire containing four sections of questions with a link posted to ensure a greater response rate for analysis. Results This study indicates that the most significant added values of SCRM compared to traditional CRM, of often called classic CRM, are: customers’ mutual collaboration and interactions, customers’ engagement and interactions with company, available and flexible interaction, and customers’ involvement. The final logistic model indicates that two variables were statistically significant for the probability of making decision on further interaction. Conclusions Paper provides some important practical contributions, offering managers a framework of important factors that need to be considered when planning and implementing their CRM strategies. Precisely, they can establish and adjust their social-media based inter -action in line with identified added values from customer perspective.

Background: In contrast to the rational (IQ) and emotional intelligence (EQ), spiritual intelligence (SQ) is often underestimated and insufficiently investigated. This type of intelligence refers to our approach to the issue of the meaning and value of life, in terms that our actions are placed in a wider context. Objectives: The aim of this paper is to investigate in which extent spiritual intelligence determines the decision making process. In this context, the success of business decision is assigned as its functionality as one of the most prominent feature of successful decision. Methods: The inductive method of building an expert system, i.e. a knowledge based system (Doctus Knowledge-Based Expert System Shell) and casebased concluding on the degree of informativeness (with a key impact on functionality of decision) of individual components (Case Based Reasoning) are used in testing this relationship. Results: The study demonstrates the fact that most of respondents (managers) have not been even familiar with attributes of SI as well as their relationship with decision making process. Conclusions: Identification of the most significant components of SI that affect effectiveness of decisions would allow managers to focus on those which mostly contribute to the functionality of their decisions.

Abstract Background: In contrast to the rational (IQ) and emotional intelligence (EQ), spiritual intelligence (SQ) is often underestimated and insufficiently investigated. This type of intelligence refers to our approach to the issue of the meaning and value of life, in terms that our actions are placed in a wider context. Objectives: The aim of this paper is to investigate in which extent spiritual intelligence determines the decision making process. In this context, the success of business decision is assigned as its functionality as one of the most prominent feature of successful decision. Methods: The inductive method of building an expert system, i.e. a knowledge based system (Doctus Knowledge-Based Expert System Shell) and casebased concluding on the degree of informativeness (with a key impact on functionality of decision) of individual components (Case Based Reasoning) are used in testing this relationship. Results: The study demonstrates the fact that most of respondents (managers) have not been even familiar with attributes of SI as well as their relationship with decision making process. Conclusions: Identification of the most significant components of SI that affect effectiveness of decisions would allow managers to focus on those which mostly contribute to the functionality of their decisions.

Today, companies should be very careful when choosing their online strategies. It is not enough to only have website at-any-cost. Precisely, it is necessary to distinguish structure (web design) and content (presentations), which are placed on the corporate website. To create a web design, companies can opt for ready-made solutions (outsourcing) or to produce their own (in-house). But, surely, companies should not outsource web content creation, its maintenance and management, considering that reflects their business strategy as well as image. Implementation of a reliable Content Management System will allow that every employee of the company can easily and quickly change or update the content on the website, leaving IT experts to deal with the structure of the site, not content. For the research purposes, we have analyzed the case of a domestic company that operates in the ICT sector in Bosnia and Herzegovina, which web presentation was organized using Website Content Management System. The specially designed questionnaire was used as research instrument, and it was placed on the company's Web site. Therefore, visitors were able to share their opinion about satisfaction with: (1) web design, (2) content found on the site, (3) optimization of the website and (4) content for all devices from which it can be accessed. We found that 33.1% of visitors are not satisfied with web design, while other visitors/participants in the survey considered it is good or average. Furthermore, 68.2% of users are satisfied in one way or another how company manages its site content. In addition, though the majority of users (44.5%) are accessing a website via desktop PCs, 81.6% of them considered that the website is well optimized/adjusted for all devices from which they access to the site. However, the paper findings find that Content Management System implementation in terms of separated web design and content can provide quality and effective company’s web presentation that will attract new but also retain existing customers (visitors). Keywords: Web Presentation, Web Content Management System, Bosnia and Herzegovina

We consider economic crisis as one of the main problems which effect whole population on some particular part of geographic area. There are many factors that significantly took place in triggering the crisis, however, the main reason was the combination of unequal distribution of wealth and income and stock market intensified speculation which rampant during the monitored period. In this research, we discuss the emergence of the crisis, causes and its influence in the period from 2007 until today. Further, our main objective will not be only European Union, it will be the countries most affected by the crisis: Greece, Ireland, Portugal, Spain and Italy. These counties are frequently referred as PIGS. We will use statistical data, graphs etc. to show what the world’s economy went through. This information is taken from recognized sources for tracking economic variables. With analyzes of this information, it is going to be easier to understand what is happening in the EU economy, countries most affected by the crisis and in the most developed countries resilient to the crisis. When it comes to Bosnia and Herzegovina, we have identified the following causes of the financial crisis: political instability, lack of legal state, poor economic performance, high levels of poverty, etc. Both, inflation rate and GDP at current prices in Bosnia and Herzegovina for the period 2006 - 2016 was the subject of our analysis. Furthermore, we discuss the European crisis and overcoming present financial crisis in the EU, with special emphasis put on Germany's role in finding future economic stability and prosperity. The role of The European Financial Stability Facility (EFSF) is thoroughly discussed and analyzed and the role of the organization that would continue EFSF activities after 2013, the European Stability Mechanism. At the end, we came to conclusion that this is a particular example how the banking crisis evolved into finance crisis, which is followed by currency crisis and at the end it takes characteristics of debt crisis. Keywords: EU Crisis, Economic Collapse, EFSF, Bosnia and Herzegovina

In contrast to other the most significant advantage of web site as communication channel in terms of customer relationships is possibility to count and track visitors’ path and thus provides valuable information regarding their profiling. This possibility is indicated as e-Metrics. Hence, the Web site is a great tool for a quick and inexpensive obtaining data about users-visitors. In the process of measuring visits of Web sites there are two approaches: the server-based measurement and user-based measurement. In this paper, we explain the use of both approaches, server-based measurement in the case of Google Analytics and gemiusAudience, and Alexa tool in the context of userbased measurement. This research is focused on the user-based measurement, which is observed through the website of the company that operates in the ICT sector on the domestic-Bosnian market. We studied some of the key parameters such as "reach", "page views". Furthermore, the identification of „visitor profile" was made using demographic and other data collected by the Alexa tool. In line with this, research is extended to a web page in the form of online questionnaire aimed to define user groups. Therefore, the survey results are presented and discussed, and then compared with the data collected by Alexa tools, which is used as a corrective tool for the results obtained through the survey. This study highlighted possible weaknesses in user-based measurements of the website audience. More specifically, the user-based measurement approach could not give a real picture of the actual website visitors. At the end, recommendations and guidelines for the future researches are given. Keywords: E-Metrics, Web Site, Bosnian Market.