Online buying is one of the most popular activities on the Internet, and within that group buying is one of the activities in the trend as a popular form of electronic commerce. Group buying is a worldwide phenomenon, and more recently very popular form of doing business on the local market. But the reasons why consumers are practicing such purchases, how they behave when buying, and what motivates them to buy are still not fully explored. The purpose of this paper is to get an insight into what the main factors are that the online consumers take into consideration when purchasing online. This paper will show how a new form of Internet commerce has found a way to turn the economic crisis to its benefit. Respectively, how consumers, encouraged by a limited purchasing power, unite and strengthen their position against the sellers to obtain a volume discount. The paper is based on an online questionnaire conducted by the authors on a sample of 562 respondents in BiH.

Abstract Purpose This study analyses direct effects of risk-related factors on perceived quality for private labels. Design/methodology/approach A total of 159 usable data was collected through survey, using mall intercept method in one regional retail chain in Bosnia and Herzegovina. Findings The results confirm that the perceived risk has a significant and negative impact on consumers’ perceptions of the quality of private labels, and that the financial risk, performance risk, and physical risk are significant determinants of overall perceived risk, thus indirectly influencing the perception of the quality of these brands. Originality/value This chapter shows that the perceived quality of private labels is significantly determined by the perceived risk to which consumers are exposed. The findings of this research can help retailers in terms of adequately defining marketing policies aimed at reducing the perceived risk that consumers are exposed to when purchasing their own brands.

Abstract Customer relationship management (CRM) in both B2C and B2B relationships is of crucial importance for success of modem companies. It is one of the main tools for improvement of relationship with customers, especially in the demanding world of services. Therefore, the electronic customer relationship management system (e-CRM) as upgraded version of CRM represents today not an option but an obligation for efficient and profitable customer relationship management. The use of e-CRM leads to increased profitability through attraction of new and retention of old customers. Thus, understanding the impact CRM and e-CRM have on efficiency of service industry; in particular tourism industry is of crucial importance for companies and managers. The aim of this paper is to provide the theoretical background and present discussions on implementation of CRM and e-CRM system particularly in tourism industry relating it to rent-a-car sector as part of the tourism industry. Furthermore, the paper explores the implementation and impact of e-CRM system in rent-a-car agencies in Bosnia and Herzegovina. This paper provides insight into the level of incorporation of e-CRM in rent-a-car agencies and their everyday business activities. Additionally, it proves that e-CRM leads to increase of profitability through the higher level of customer retention and attraction particularly in those rent-a-car agencies that have recognized the significance of e-CRM and have incorporated it into their business strategies. The paper is backed up with field research through structured personal interviews conducted with major rent-a-car agencies in Bosnia and herzegovina. the research findings indicate that those rent-a-car agencies the have implemented (e)CRM in their everyday business have benefited from it through increased level of customer retention and attraction.

Besides significant benefits, the trend of e-commerce development gives rise to a lot of challenges in terms of developing trust between the company and the consumer. A lack of trust leads to withdrawal from e-transactions. The paper is thus aimed at identifying and explaining the most important factors that affect the increase in users' trust in e-transactions. Besides an analysis of available papers in this area, a field research was conducted on a sample of 512 respondents in Bosnia and Herzegovina in order to develop a structural model of users' trust in e-transactions. Research findings confirm that the basic factors of an online trust model are: website usability, privacy, security, expected product performance, loyalty, and electronic management of customer relations (e-CRM).

Abstract Besides significant benefits, the trend of e-commerce development gives rise to a lot of challenges in terms of developing trust between the company and the consumer. A lack of trust leads to withdrawal from e-transactions. The paper is thus aimed at identifying and explaining the most important factors that affect the increase in users' trust in e-transactions. Besides an analysis of available papers in this area, a field research was conducted on a sample of 512 respondents in Bosnia and Herzegovina in order to develop a structural model of users' trust in e-transactions. Research findings confirm that the basic factors of an online trust model are: website usability, privacy, security, expected product performance, loyalty, and electronic management of customer relations (e-CRM).

The existence of tourist offer varieties does not imply the existence of high-quality approach to and management of a tourist destination, nor a quality development of tourist products, which is the case of the City of Mostar. Despite the existing potential, it is necessary to invest a lot of effort and mobilize several players in order to build a modern and attractive tourist destination, integrate the existing and develop new tourist products and develop the City brand. In the context of holistic approach to tourism development in the City of Mostar and its image building, it is necessary to look into the role of indigenous traditional products that can have a significant impact on the overall effects of tourist offer. The goal of the paper is to present an innovative approach to building a modern brand and tourist product of the City of Mostar, as a unique tourist destination that is founded on authentic, traditional products and the way of life. The paper is based on the research conducted in 2010 through in-depth interviews with players involved in tourism development and players in the tourism industry.

Electronic customer relationship management system (e-CRM) is acknowledged today as obligatory concept of customer relationship management in the world of services. Therefore, research on impact of CRM and e-CRM system to efficiency of rent-a-car agencies in Bosnia and Herzegovina is of crucial importance for companies and managers not only in rent-a-car industry, but the tourism industry as whole. The aim of this paper is to explore the impact of e-CRM on efficiency of rent-a-car agencies in Bosnia and Herzegovina. It explains if and how much is e- CRM incorporated in everyday business of rent-a-car agencies in Bosnia and Herzegovina. Furthermore, it proves that those rent-a-car agencies that have recognized the significance of e-CRM in everyday business, it leads to increase of agencies' profitability shown through the level of customer retention and attraction. This study is based on the structured personal interviews conducted with major rent-a-car agencies in Bosnia and Herzegovina. The research has several findings. Firstly, rent-a-car agencies in Bosnia and Herzegovina recognize the significance of e-CRM for everyday business. However, e-CRM system is mostly used by rent-a-car agencies that have foreign license/franchise. Secondly, reasons behind non-usage of e-CRM in other agencies are mostly lack of capacities, insufficient knowledge of information-communication technologies of higher degree, as well as financial constraints. Thirdly, rent-a-car agencies using the e-CRM consider it as contribution to pertaining the long-term customer relations and increase of profitability.

The judicial reform in Bosnia and Herzegovina (BiH) was launched in 2000, by the adoption of the Law on Courts and Judicial Service, whereby High Judicial and Prosecutorial Councils (HJPC) were established in each entity, for the first time, as completely new bodies mainly composed of judicial representatives in charge of proposing the appointments and dismissals of the judges and prosecutors to the parliaments. Law on HJPC of BiH regulates that judges and prosecutors shall be “individuals possessing integrity, high moral standing, and demonstrated professional ability with the appropriate training and qualifications“. HJPC anticipates professional advancement of the judges and prosecutors and advises the entity Judicial and Prosecutorial Training Centers (JPTC) and Judicial Commission of Brcko District of BiH on relevant programs for professional training of judges and prosecutors. JPTC educate a large number of judges and prosecutors in BiH whose offices are located all over the country, which requires developing an e-learning environment. In this paper we shall present the “Training of the trainer” JPTC educational program and provide important elements identified as critical success factors for e-learning and e-content creation for on-line education of judges and prosecutors in BiH.

School of Economics and Business in Sarajevo has been working on permanent improvement of teaching process quality. Therefore, a student’s survey related to evaluation of courses and faculty staff has been conducting in every semester. Purpose of this project is obtaining a realistic and transparent asessment of the teaching process in different aspects such as curriculum, course delivery, work of proffesors and associates, communication with students, evaluation and grading methods, literature, recommendations for development, etc. This paper presents practical experience and recommendations derived from evaluation of quality of work of the faculty members at the School of Economics and Business in Sarajevo in period 2004-2008.