“Employee Engagement at Work: Hire for Talent, Train for Knowledge”
Niko Katušić This research paper studied different approaches towards employee motivation,
willingness to exceed expectations and enthusiasm based on geographic location, culture and
age components. With a purpose of finding the gap between newly educated workforce and
industry professionals. Questionnaire was distributed to 60 students half from Zagreb and half
from Dubrovnik area, and among 6 industry professionals operating on both locations. Groups
considered relationships among colleagues and...
“I spk digit lng – do U?” – Influence of Social
Media on Student Writing Habits
Nika Gunjina Social media is flooding our lives today and it is unavoidable. It is influencing our
writing and even learning abilities. However, due to the research so far it showed that
students and other adolescents are learning other languages through those social media tools,
and they are even trying to improve their grammar and vocabulary when writing online posts
or simple messages. Did social media apps ruin us or is it improving our literature skills?
As a method for collecting necessary...
“The customer is not always right”: Frontline employees’ perspective and
coping with illegitimate customer complaints
Maria Miloslavić Although customer complaints are valued and serve as a critical feedback and as the
improvement of service quality there is an increasingly large number of incidents when
customers complain deliberately and incorrectly. The behavior of such complaining customers
represents a serious and important problem for hospitality industry. This research paper
touches upon the investigation of the illegitimate customer complaints in the hospitality
industry from the perspective of frontline...