Objective: The present study aimed to assess the frequency of workplace violence from patients and patients’ relatives and friends experienced by health care workers. Method and Design: A descriptive cross-sectional study included health care workers from hospital departments and family medicine practices. Data were collected during December 2016 using a self-administered, anonymous questionnaire. Out of 163 distributed questionnaires, 138 (84.7%) were returned suitable for analysis. Participants: Respondents were health workers in the Department of Family Medicine of the Health Care Center Mostar, the Department of Gynaecology and Urology at the University Hospital in Mostar, and the Department of Psychiatry at Cantonal Hospital in Mostar. Results: Some form of aggression at work was experienced by 79.7% of respondents. Verbal aggression was more frequent in the Family Medicine Department, while physical violence was more prevalent in hospital settings, specifically in the Psychiatry Department. Physical forms of aggression were significantly more frequently experienced by nurses than by physicians.

Abstract Background: Social networks allow real-time interaction that enhances a bank’s ability to respond to customers in a timely, intuitive and personalized manner. By using social networks, banks can improve the understanding of their clients and bank’s products they need. Also, banks can enhance relations with clients and strengthen their brand through raising client loyalty. Objectives: The paper explores and analyses the current presence of banks in Bosnia and Herzegovina on social networks. Methods/Approach: The paper studies the presence of 24 banks in Bosnia and Herzegovina on social networks and analyses the basic characteristics of profiles/pages of the banks on the most popular social networks. Results: A half of the banks have their profiles/pages on different social networks (mostly on Facebook and YouTube). They use the profiles/pages mainly for content marketing, i.e. for presenting their business operations. Unfortunately, banks do not encourage interaction with clients, except through likes. Conclusions: The analysis does not show that banks have a systematized and planned appearance on social networks. There is a plenty of room for improvement, and it is necessary primarily to address the interaction between clients and banks through social networks.

The paper presents the results of empirical research on the impact of Web 2.0 technologies on a company's business. The research was conducted among top and middle managers in companies in Bosnia and Herzegovina. The results show that, although all respondents do not use the aforementioned technologies, they have a relatively positive opinion on the application of Web 2.0 technologies in business. According to their opinion, Web 2.0 technologies make the most important contribution to sharing of data and information in company and have a significant impact on the quality of communication, both internal and external. These results encourage further research on the application of Web 2.0 technologies in business and the use of all the advantages and benefits they can provide to someone actively using them.

The paper presents results of research related to the presence and activities of banks in Bosnia and Herzegovina on social networks. The results of research show that banks in Bosnia and Herzegovina mostly use Facebook, mainly as a marketing tool. Although customer engagement is essential in the banking industry, banks in Bosnia and Herzegovina are still not very successful in using social networks as a real communication tool. Namely, social networks are a very powerful channel through which banks could reach out to their customers in order to find what products their customers want, what decisions they can make to improve relations with customers and what they may be doing that annoys their customers. But, it seems that banks do not understand that they need to be willing to implement some of customers suggestions posted on social networks, otherwise customers will not come back, will not become fans or loyal friends of the tribe. The paper shows that there is a lot of room for improvement in the use of social networks in banks in Bosnia and Herzegovina and provides some important guidelines and suggestions on how banks could use social networks to enhance relationships with customers and develop mutual trust.

NoSQL databases, as a relatively new approach to data organisation and management, arose as a response to the enormous growth of data generated through extensive use of Internet and Web 2.0 applications. Today, the term Big Data is generally used to describe this data explosion, where huge amounts of structured and unstructured data are in question. NoSQL databases show great potential in working with Big Data, especially in situations where relational data model does not fit. The aim of this paper is to present the main features of NoSQL databases that make them the first choice in Big Data management.

In recent years, social networks have become very popular among young people. Also, researches have shown that some students use them during their education. The paper presents the results of research conducted among students of Faculty of Economics at University of Mostar in Bosnia and Herzegovina. The aim of research was to explore what students think about and whether they will accept and use social networks in educational purposes. The results show that students have a positive attitude, but also positive experiences of "studying" by social networks because social networks help them in learning and facilitate their communication, collaboration and content sharing. Due to the positive attitude of students toward social networks, Faculty of Economics, University of Mostar and other universities also, should consider more intensive use of social networks for educational purposes. Of course, for the realization of the mentioned ideas it is also important to examine what teachers think about it?!

The paper analyzes the possibilities of applying data mining techniques to improve customer segmentation. The aim of customer segmentation is to identify and profile lead, average and other company customers and to optimize and tailor future marketing actions so the right message can reach the right customer. Different techniques and models are applied in customer segmentation, like factor and cluster analysis in analyzing company customer data. In order to get required benefits from large data volumes stored in databases or data warehouses and to find hidden relationships between data, authors used cluster analysis, one of the data mining techniques. Data mining is a process of extracting previously unknown and potentially useful and hidden patterns from large databases. The main objective of the paper is to identify the high/medium/low-profit, high/medium/low-value and low/medium/high-risk customers by one of the data mining technique customer clustering. It presents results of empirical research related to data mining in customer segmentation made in a production company which produces and distributes products like dry fruits, nuts, seeds and cereals for the market of South-East Europe.

The aim of this paper is to report primary changes in the market concerning public relations and atmosphere in stores. This study examines the impact of public relations and various dimensions (factors) of the atmosphere on creation (formation) of the purchase decision. The aims of study were: determine in which way the atmosphere affects the purchase decision; research and specify which kind of atmosphere at the sale point positively influences the purchase decision; research and specify the level of consumer’s satisfaction with the atmosphere in the store. The sample of 200 buyers was chosen on the basis of geographical zone of sampling procedure in Bosnia and Herzegovina. Results show that in most dimensions (factors) creation (formation) of the atmosphere in the store influences significantly on the purchase decision. Furthermore, many dimensions (factors) of the atmosphere were found that affect significantly differently on the purchase decision. The results of this research may be of particular interest to those who organized retail stores.

The paper presents results of research related to the standpoints of users about the main attributes that risk management software should have. This research was based on a survey of appropriate number of companies in Croatia and Bosnia and Herzegovina. The authors developed the questionnaire in order to investigate the standpoints of risk managers, quality managers and others in charge of risk management, about functionality they expect risk management software should support. Namely, in today's global environment, managers and risk managers across all lines of business are accountable for a sustainable risk framework. Adequate software support enables them to take an innovative, risk-based approach to governance and compliance, to gain a holistic, enterprisewide view of risk exposure and near-real-time risk management and monitoring.Software support for risk management process should enable organisations with efficient risk evaluation and assessment, continuous monitoring, reporting and easier improvement of the process. Results of research show the main attributes that risk management software should have in order to fulfill user expectations. Finally, the paper provides some important guidelines and suggestions for risk management software development and improvement.

Web 2.0 offers great tools for building better customer relationships, improving employees’ productivity, and cutting costs. Results of different international research showed that many companies recognize the benefits of Web 2.0 technologies and use it in everyday business. But what is the situation in Bosnia and Herzegovina?!In order to investigate that, empirical research was conducted. The objective was to investigate whether Web 2.0 technologies are applied in companies and institutions in Bosnia and Herzegovina, and which ones. The paper presents the results of research among 107 companies and institutions in Bosnia and Herzegovina on the current application of Web 2.0 technologies in business. The results show that 49.5% of respondents use Web 2.0, mostly Internet telephony and Business social networks, while 31.7% of respondents who do not use it, plan to start using some of it in the next year. Although the results show that Web 2.0 technologies are not totally unknown in Bosnia and Herzegovina (at least some of it), there is much room for improvement. Further research should investigate what hinders the implementation of Web 2.0 technologies and particularly address the characteristics of the companies and institutions that may significantly affect their acceptance and implementation.

Student engagement should be one of the most powerful drivers for improvement of quality teaching in higher education. As students are direct beneficiaries of quality teaching, they are able to provide crucial feedback not only on what works well but also on what they would like to be done differently and how. The paper presents results of research related to students' perception of course Accounting Information Systems (AIS) and way of its implementation at the Faculty of Economic - University of Mostar. At this course lectures include many opportunities for active student engagement through cooperative learning activities (debates, team work, and presentation of project results). The authors developed two questionnaires in order to investigate the students' understanding of AIS course at the beginning and at the end of lectures. At the first class students completed a questionnaire about their expectations from AIS lectures (content, their engagement, learning activities, learning outcomes, assessment) and at the last class they completed another questionnaire about their real experiences related to AIS lectures. Research has been conducted for last two years and it enabled authors to use its results to tailor lectures in accordance with student's expectation and accordingly to improve teaching process. DOI: 10.5901/jesr.2015.v5n1s1p147

Milk is a source of calcium, vitamin D and protein that the body needs to nourish the muscles and cells. Many people drink different types of milk due to health restrictions (high cholesterol, obesity, heart disease, etc.) or because they are watching their diet and trying to eat more healthy and unprocessed foods. The food industry labels the different types of milk by color to make it easy to recognize. Most nutrition labels on milk include calorie, fat, protein and calcium content, and the milk is also separated by the color of the lid. This makes it easier for consumer to identify which milk they want to buy and helps reassure them that they’re getting exactly what they want. Questionnaire contained questions about the type and packaging of the milk that is most often consumed as well as a set of claims about the relationship of color packaging of milk and milk content and importance of color packaging for consumers. The results are expressed through absolute and relative frequencies, mean and standard deviation. Most of the respondents know that there are various colors of packaging milk, but only a few of them connects color packaging and milk composition (% of fat in milk, etc). The majority believes that the packaging of the product can be use for quick and short presentation of the composition of the product. These results and the trend towards health that emphasizes the importance of nutrition for the maintenance of health and for their contribution in the treatment of some diseases, require more intensive informing and education of consumers about the importance of products’ packaging and its importance in everyday shopping.

The aim of this paper is a presentation of data mining model that could be used for the measurement of current and forecasting of the future customer profitability. The purpose of this model is to forecast activities of individual customers in the future, and to value that company could expect in doing business with them. Modern customer profitability analysis shows that product cost is just one part of the relation enterprise-customer. A general framework for defining customer profitability, besides pure financial items, has to include a lot of non-linear and non-financial elements. Data mining methods do not use conventional learning methods that suffer from imperfections such as inability to explicitly transfer the knowledge from experts to machines or nonexistence of experts' will for knowledge transfer. Data mining can identify and adopt patterns and rules that exist in historical data stored in databases and/or data warehouses. It can work equally well with nonlinear and nonfinancial elements of environment which have influence on profitability results. Neural networks approved their capability for approximate description of any continuous function. Together with robust methods of genetic algorithms used in the learning process of networks, they make a good choice in the process of selecting methods for forecasting customer profitability. The proposed model for the forecasting of the customer profitability uses two data mining methods: neural networks and genetic algorithm. The paper presents results of empirical research related to forecasting of customer determination to specific segment made in a company which produces and distributes products like dry fruits, nuts, seeds and cereals for the market of South-East Europe.