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Service Gaps and Employee Training
 Fixing Luxury Experiences
Service Gaps and Employee Training Fixing Luxury Experiences
Maja Utrobičić
The luxury hotel industry faces the challenge to provide excellent service experiences to its customers. This paper aimed to identify service gaps in luxury hotels to confirm the need for employee training. Previous studies emphasized the importance of training and development, to arm employees with the capability to deliver excellent service in a servicescape as part of a Gestalt configuration. To identify service gaps and the need of training, content analysis was used as a method....
Smart Casual Restaurant Concept
 Split Smart Casual Restaurants: Are We Doing The Real Thing?
Smart Casual Restaurant Concept Split Smart Casual Restaurants: Are We Doing The Real Thing?
Marko Pavković
Smart casual restaurant concept is business approach that combines top quality products with casual atmosphere. It is one of the top growing trends, closely connected with service co-creation and authenticity. This paper investigates in what measure and how successfully do top ranked restaurants is Split apply the concept. To determine the answer, 50 restaurants were observed on TripAdvisor. Data was collected based upon customer reviews and photos. Results showed that 30% of examined...
So you bought your diploma?
 Private education in Croatia in the context of
 post-communism
So you bought your diploma? Private education in Croatia in the context of post-communism
Mario Uroš
Following the Homeland War and fall of the communist regime new private higher education institutions sprouted along Croatia and Eastern Europe. While accepted by governments in their inception and often incentivized in their establishment they are yet to be completely accepted by the public. In order to better understand their struggle for legitimacy a survey was issued to the Croatian public to learn what does it seek in a 'good university'. The Kano model was used to survey 67 ...
Socio-Economic Impactof Taxi-Service Deregulation on Dubrovnik citizens: Good vs. Bad
Socio-Economic Impactof Taxi-Service Deregulation on Dubrovnik citizens: Good vs. Bad
Ivan Tropan
The purpose of this paper was to study the sociocultural impacts of the deregulation of taxi services on Dubrovnik locals. The Taxi Deregulation Act was implemented on 1st of July 2018, in Croatia, and since then, was a subject to a lot of controversies. The main goal of the study was to measure whether the deregulation of the taxi industry in Croatia impacted Dubrovnik locals and to which extent. The instrument for this study consisted of two surveys. First measured a social impact...
Sustainable Island Tourism: the Future of the Island of Mljet
Sustainable Island Tourism: the Future of the Island of Mljet
Edi Sekulo
In this research paper about future of sustainable tourism on the island of Mljet, author looked into the secondary data analysis of island of Mljet. The following data were analyzed: Economic activities, socio-demographic situation, guest arrivals, and National Park Mljet. In the introduction author also looked current situation on some nearby Croatian islands like: Korčula, Brač, and Krk. Situation of some small island states located in the world’s oceans was analyzed. Gathering...
THE EFFECT OF MULTILINGUALISM ON
 PERSONALITY
THE EFFECT OF MULTILINGUALISM ON PERSONALITY
Kristian Barčot
In this diverse world more people are travelling due to rapid technological advancements resulting in them experiencing different cultures as well as different languages. English was a mainstream language up to the last decade. From this point on, languages began to present unparalleled value for the hospitality industry as they would enhance managers’ and front line employees’ understanding of foreign cultures. The terms monolingualism, bilingualism and multilingualism have rose in...
THE SECOND FOREIGN LANGUAGE INSTRUCTION
 IN TOURISM EDUCATION
THE SECOND FOREIGN LANGUAGE INSTRUCTION IN TOURISM EDUCATION
Andrea Petrović
Nowadays, the sentence: “How many languages you know, that is how much you are worth”can be heard often . According to numerous articles, knowledge of more than just one second foreign language has a huge role in business tourism. It makes people more well-rounded and more successful in their careers. The main purpose of this research paper, was to discover if there is a high interest among students to study a second foreign language for more than just two years. The questionnaire ...
Targeting Sustainable Developments on Island Mljet
Targeting Sustainable Developments on Island Mljet
Michelle Ramonita Rodriguez Stražičić
This paper focuses on Island Mljet’s need for a workforce plan that targets the sustainable development of the island’s infrastructure. The provided research is based on data collected containing the island’s inventory and available documented projects recorded for the year 2020. Two cases studies are also mentioned to support the strategies developed for a potential workforce plan, “Bruny Island Tourism Strategy” and “Determinants of Island Tourism Development: The Example...
The Awareness of RIT Croatia Students on Intercultural Competence
The Awareness of RIT Croatia Students on Intercultural Competence
Andriana Marega
According to the latest update of the United Nations World Tourism Organization in 2012, more than 980 million people travelled internationally. Only the United States international receipts surpassed 1 trillion dollars in 2012. One of the most important tools to understand better this intercultural context is to understand intercultural competence. This competence, already defined by researchers as an ability to communicate and behave in appropriate ways to those who are culturally...
The Creation of the Beerscape Evaluation Model
The Creation of the Beerscape Evaluation Model
Vid Tomišić
Although craft beer movement started almost fifty years ago in the USA and UK, independent breweries that produce small quantities of beer of special flavor and quality in a proprietary production process, known as craft breweries, are still emerging businesses in Croatia and the neighboring countries. This paper investigates the beerscape of such breweries based on Tripadvisor reviews and proposes a new model of their evaluation. The model consists of six measurable factors taken from the...
The Effect of SMI in Decision-Making Process in Hospitality: Generation Z
The Effect of SMI in Decision-Making Process in Hospitality: Generation Z
Martina Šanje
Social media influencers became a crucial tool when it comes to travelling decisions and a strong influence effect in the decision-making process, especially among Generation Z. This research paper explored the power of social media influencers and the relationship with digital natives regarding purchasing decisions. A survey questionnaire was distributed to 139 students at RIT Croatia, Dubrovnik campus. This method investigated the level of trust in the hospitality industry among Gen Z and...
The Future of Smart Home Technology in Private Accommodation
 in Dubrovnik
The Future of Smart Home Technology in Private Accommodation in Dubrovnik
Tomislav Gudelj
Smart home technology is a new trend worldwide and its integration is more and more represented in many households. The functions of smart home technology are numerous and they benefit the household owner in terms of living but also when renting the private property. The whole system is controlled and monitored through smartphone, tablet or some other device using internet connection. This research paper investigated the future of smart home technology in private accommodation in...

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