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This paper aims to further enhance the understanding of elements relevant to creating affection for a country’s identity, culture and values.

An overview of theoretical contributions is followed by a description of exploratory research on the overall image of Turkey. Survey-based empirical data (a convenience sample consisting of 838 Croatian citizens) are analysed using Statistica v7; mean values and a t-test are applied. The importance-performance Analysis (IPA) is also performed. The level of the respondent’s actual knowledge of Turkey is analysed by examining the content of their associations.

Research findings support a proven multidimensionality of the country/destination image construct. Turkey has become an appealing tourist destination; its image consists of positive associations that point to the effectiveness of soap operas broadcast abroad and promotional investments into the creation of the country image in foreign markets. Negative perceptions are related to human rights and gender inequalities.

The use of a convenience sample (with predominantly female respondents) places a clear constraint on generalising the findings. Consequently, the results should be treated only as indicative. Furthermore, the one-country nature of the study limits the implications to theory.

Findings that soap operas might be a valuable source for Turkey’s image formation, and as such affect subsequent consumer behaviour, provide valuable insights for tourism and international marketing professionals who are either already in business or who are planning to internationalise future activities.

The study adds to the existing knowledge suggesting that popular culture, i.e. soap operas, is an interesting dimension of country/destination image deserving of further research.

The purpose of this paper is to explore the current role of competition as one of the neglected aspects of museum marketing management. It also aims to discover whether museum professionals consider museums to be market immune and to find out what they think about the role of competition in creating and managing their existing and new services.

The theoretical part of the paper is based on a review of the literature from the multidisciplinary field of arts and museum marketing management. The exploratory qualitative research included 17 museum professionals and was carried out in 17 museums in one EU emerging market country.

Museum professionals are not aware of the competition, or they tend to ignore its existence. They consider the preservation of objects (exhibits) to be equally or even more important than providing services. However, additional services become important. Although some museum professionals try to engage visitors in the active creation of museum experience, most are still conservative in such terms.

The primary research limitations are related to intentional, convenience sample and the perspective of one employee (marketing manager or museums’ director).

Research findings provide valuable insights for both marketing academics and professionals engaged in the museum marketing management field. The contribution of the paper is also contextual as it helps to bridge the gap existing in museum marketing management research in the context of the emerging markets.

El objetivo de este trabajo es explorar el papel actual de la competencia, como uno de los aspectos que ha recibido escasa atención en la gestión del marketing de museos. Además, busca descubrir si los profesionales de museos consideran los museos inmunes al mercado, y conocer cómo reflexionan sobre el papel de la competencia en la creación y la gestión de los servicios existentes y los nuevos.

La parte teórica del trabajo se basa en la revisión de la literatura del campo multidisciplinario de la gestión de las artes y del marketing de museos. La investigación cualitativa exploratoria ha incluido 17 profesionales de museos y se ha realizado en 17 museos, en un país emergente de la Unión Europea.

Los profesionales de museos no son conscientes de la competencia, o tienden a ignorar su existencia. Consideran la conservación de objetos (exposiciones) igual o incluso más importante que la prestación de servicios. Sin embargo, los servicios adicionales están ganando en importancia. Si bien algunos profesionales de museos tratan de involucrar a los visitantes en la creación activa de la experiencia del museo, la mayoría de ellos todavía son conservadores con respecto a esta idea.

Las limitaciones principales de la investigación serefieren a la muestra intencional de conveniencia y el punto de vista de solo un empleado (gerente de marketing o director de museo).

Los resultados de este estudio proporcionan información valiosa tanto para los académicos de marketing como para los profesionales que trabajan en el campo de la gestión de marketing de museos. Además, la contribución de este trabajo es contextual puesto que ayuda a llenar el vacio existente en la investigación de la gestión de marketing de museos en el contexto de los mercados emergentes.

The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for personal banking services, to determine whether there are significant differences between student perceptions of and expectations from the quality of banking services as well as which dimensions students find to be the most significant and which the least significant in assessing the quality of banking services.

A summary of the theoretical framework is followed by the results of a research using the SERVQUAL instrument.

Despite a steady increase in the number of students over the past few years, bank managers have not yet realized their full potential. The results point to a gap in the quality of the banking services on all five dimensions of the SERVQUAL model. It is necessary to improve the banking service on all dimensions, and particularly with regard to “reliability,” “assurance” and “responsiveness,” in which the gap was observed to be the largest.

The research used a convenient sample. Therefore, it is impossible to generalize research findings based on the data processed, but only point to their being indicative.

Banks should by no means neglect the student population that possesses information knowledge, essential for the use of modern banking services. Bank managers should pay more attention to the needs of this growing segment of potential highly profitable customers.

The necessity to provide a more flexible response to the needs and requirements of students as a target market segment is discussed, along with potential importance of this segment for banks’ future business operations.