prikaz prve stranice dokumenta The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry
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undergraduate thesis
The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry
2018. urn:nbn:hr:229:996771
Urlović, Mia
RIT Croatia

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Urlović, M. (2018). The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:996771

Urlović, Mia. "The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry." Undergraduate thesis, RIT Croatia, 2018. https://urn.nsk.hr/urn:nbn:hr:229:996771

Urlović, Mia. "The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry." Undergraduate thesis, RIT Croatia, 2018. https://urn.nsk.hr/urn:nbn:hr:229:996771

Urlović, M. (2018). 'The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry', Undergraduate thesis, RIT Croatia, accessed 21 March 2025, https://urn.nsk.hr/urn:nbn:hr:229:996771

Urlović M. The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2018 [cited 2025 March 21] Available at: https://urn.nsk.hr/urn:nbn:hr:229:996771

M. Urlović, "The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry", Undergraduate thesis, RIT Croatia, Dubrovnik, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:229:996771

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Metadata
TitleThe Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry
AuthorMia Urlović
MentorZrinka Friganović Sain (mentor)
Committee memberRebecca Charry (predsjednik povjerenstva)
GranterRIT Croatia
Dubrovnik
Defense date and country2018-05-03, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
The purpose of this project is to find how relevant it is the knowledge of foreign languages in customers' complaints resolution in hospitality industry. In order to find the answer to this question, the author has identified different categories of customers as well as different reasons why they choose to complain or not. The questionnaire was chosen to collect data and it was distributed to RIT Croatia students from Hospitality and Service Management Program as well as to full-time employees in hospitality industry. The results obtained has shown the difference in the perception of the importance of foreign languages in the process of resolution of customers' complaints. Since this process has a great importance in overall tourism business, it is clear that any data related to it that could help improve dealings with customers could be potentially valid and important not only to make customers satisfied but also to help the company stay competitive on the market.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:996771
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2018-07-06 09:41:53