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231 research outputs found
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Hospitality Meets Reality: What Local People Think About Immigrants in the Western Balkans
No full textThe hospitality industry in Croatia, Montenegro, and Serbia has seen significant changes due to an increasing reliance on immigrant workers. This study explores local perceptions towards the integration and acceptance of these workers, analyzing factors like cultural diversity and social cohesion. Through a survey of 192 participants across the three countries, we investigated how cultural diversity awareness correlates with attitudes towards inclusion and integration of immigrant workers. Findings suggest that higher levels of cultural diversity awareness are associated with more positive attitudes towards immigrant inclusion. Although the theoretical benefits of diversity are widely acknowledged, practical issues with the social integration of immigrant workers remain. This indicates a disconnect between expected outcomes and real-world experiences. This study contributes to understanding the dynamics of immigrant labor in the hospitality industry and suggests that more targeted interventions are needed to improve both workplace and social integration
Luxury Travelers and Authentic Souvenirs: Understanding How High-End Guests Shop for Unique Memories
No full textThis research explores the connection between luxury travelers and authentic souvenirs in
Montenegro, focusing on how meaningful, locally produced items shape guest experiences and
destination identity. The study is based on survey responses from Montenegrin artists, artisans,
and luxury hospitality professionals, offering insights from both creators and frontline tourism
experts. Four key dimensions were analyzed: uniqueness, shopping experience, co-creation,
and place identity. The findings show that authenticity, personalization, and storytelling are
highly valued by luxury guests. However, the research also reveals challenges related to
branding, visibility of local makers, and the practicality of purchasing and transporting larger
souvenirs. The results highlight the importance of collaboration between artisans and the
tourism sector, and suggest that strengthening storytelling and co-creation practices can
enhance guest satisfaction and reinforce Montenegro’s destination branding
1 Potential Benefits of Organized Film Induced Tourism in Croatia
No full textCroatia has become well known around the world as a filming location, especially thanks to popular
productions like Game of Thrones, which have helped boost tourism. This study looks at the
economic benefits of tourism driven by film, how Croatia can attract more film projects, and the
challenges that come with it4such as too many visitors in one place and the need to protect historic
sites. Surveys of students and tourists showed that many are aware of Croatia9s filming locations,
though not all consider it a main reason for their visit. However, respondents showed interest in handson
experiences, such as guided tours and workshops. To make the most of film tourism, the paper
suggests offering financial support to film projects, improving local infrastructure, and focusing on
sustainable tourism policies. With the right approach, Croatia can follow examples like New Zealand
and turn its film-related popularity into long-term economic and cultural benefits
Pore and the Luxury Tourism Market: A Path Towards a Five-Star Destination
No full textThis research explores the potential of Pore
to reposition itself as a competitive luxury tourism
destination. Using Dwyer and Kim9s Integrated Model of Destination Competitiveness as a
theoretical framework, the study investigates the current gaps, challenges, and opportunities
related to luxury tourism development in the city.
Primary data was collected through semi-structured interviews with five key stakeholders
involved in tourism, hospitality, and destination planning. Their perspectives provided insight
into what is currently missing in Pore
9s offer, how the city can improve its infrastructure,
gastronomy, and branding, and what lessons can be learned from destinations such as Rovinj.
Findings show that while Pore
has strong natural and cultural assets, it still lacks a consistent
luxury identity, strategic coordination, and destination exclusivity. The planned opening of a
new five-star resort is likely to spark positive changes by attracting further investment and
inspiring new, high-end tourism services. Based on the findings, a set of recommendations has
been made to help Pore
shape a more authentic and experience-driven luxury image that
responds to what today9s travelers are looking for
The Relationship Between Emotional Intelligence and Customer Orientation Among Front Line Hospitality Employees
No full textIn today’s hospitality landscape, emotional intelligence (EI) is appearing as a key driver
of service excellence. This study explores the relationship between emotional intelligence and
customer orientation among frontline hospitality employees, aiming to uncover how specific
EI dimensions, self-awareness, self-regulation, self-motivation, social awareness, and social
skills, affect an employee’s ability to prioritize guest needs and deliver personalized service. A
structured survey was conducted with 152 participants who have worked in, or had exposure
to the hospitality industry across Croatia, Serbia, and Montenegro, using validated
measurement instruments. Results revealed that all five EI dimensions were significantly and
positively correlated with customer orientation, with self-motivation and self-awareness
showing the strongest links. Additionally, gender-based analysis indicated notable differences
in how self-regulation and social skills influence customer orientation. These findings
underscore the practical value of EI training and development in creating emotionally
intelligent teams capable of enhancing guest satisfaction and workplace cohesion. By
recognizing and nurturing EI throughout an employee’s career, hospitality leaders can build a
more resilient and customer-centric workforce
Exploring Croatians9 Fledgling Equity Investing Activities: Not Informed or Not Interested?
No full textIn a world where secondary capital markets play an increasingly important role in wealth
accumulation and financial planning, Croatia remains a step behind. Despite the growing
accessibility of investment platforms and global exposure to financial knowledge, many Croatians
continue to avoid participation in their domestic stock market. The Zagreb Stock Exchange (ZSE),
once seen as a platform for growth and economic opportunity, now faces declining activity and
public disengagement. This research was conducted to uncover the reasons behind this hesitation.
Through a comparative survey of Croatian and American participants, the findings reveal that the
core issue is not a lack of interest, but a lack of financial knowledge and confidence. Croatian
investors tend to be risk-averse, rely heavily on intermediaries, and perceive the stock market as
complex and unstable. However, beneath this reluctance lies a growing curiosity. Many
respondents expressed a willingness to invest if given more support, education, and transparency.
By identifying the psychological, cultural, and structural barriers to equity investing, this study
highlights the urgent need for change. With the right support, Croatia9s equity market could
become a more inclusive and dynamic space for individual investors, contributing to both personal
financial growth and broader economic development
Montenegro’s entrepreneurial activity; Connecting Structural Support and Entrepreneurial Action
No full textThis research examined whether Montenegro provides a supportive environment for small business startups by integrating Ajzen’s Theory of Planned Behavior (TPB) and the Global Entrepreneurship Monitor (GEM) framework. The study analyzed contextual factors—public policies, entrepreneurial education, and funding options—and individual-level motivations such as attitudes, social norms, and perceived behavioral control. A survey of 189 Montenegrin adults revealed a mismatch between high entrepreneurial intentions and low confidence in structural support. Personal attitudes and self-efficacy were strong predictors of entrepreneurial intent, while perceptions of government policy and education lagged behind. These findings suggest that although Montenegro's population is motivated to pursue entrepreneurship, systemic barriers and limited policy awareness hinder practical action. This study emphasizes the need for improved institutional communication and targeted educational initiatives to bridge the gap between motivation and execution
Implementation of Virtual Reality and Augmented Reality in Hospitality
No full textThis paper examines the incorporation of VR and AR in the hospitality sector to explore the effects these technologies may have on guest preferences and experiences. An online survey using a mixed-method approach was conducted on 100 people; this helped to determine the level of familiarity as well as the usage pattern, anticipated benefits, and setbacks of adopting. According to the research, despite the growing public awareness of immersive technologies, the application in the hospitality sector is still limited. Most of the respondents confirmed that VR and AR can enhance booking confidence, offer immersive experiences, and achieve a high guest experience level. However, major barriers are high implementation costs, the limited availability of proper devices, and recurrent technical problems. Research has found that the best approach towards guest satisfaction is the use of VR as a pre-booking tool and AR to facilitate personal interactions on site. Guidance is provided to hospitality managers and developers that would like to introduce XR technologies within service offerings
A Vision for Expansion: Introducing Equestrian Services as an Extension of Luxury Offerings: The Case of MV Ranch
No full textThis case study explores the expansion of Maslina Resort through the introduction of MV Ranch; an equestrian tourism project grounded in the philosophy of mindful luxury. Located in Košute, Croatia, MV Ranch seeks to redefine luxury travel by fostering a deeper connection between guests, horses, nature, and local culture. More than just a facility for horseback riding, MV Ranch emphasizes sustainable equine management, emotional well-being, and meaningful human–horse interactions. Drawing on a qualitative approach centered around a personal interview with the founder, the study investigates the integration of equestrian services within a high-end hospitality brand, addressing key areas such as customer preferences, ethical operations, market positioning, and workforce development. The founder’s vision, shaped by a lifelong bond with horses and guided by empathy and responsibility, drives every aspect of the project; from stable design and event planning to equine-assisted therapy and guest experience. The case provides valuable insights for students and professionals in luxury hospitality, equestrian business, and sustainable tourism, offering a real-world example of how values-driven leadership can shape a distinctive and ethical tourism offering
Workplace Whispers: Job-Related Gossip as Informal Feedback in the Hospitality Industry
No full textThis study explores work-related gossip in the hospitality industry as a potential form of informal feedback to management. As distinct from personal gossip, work-related gossip involves discussions about organizational decisions, scheduling, leadership, and coworker performance. This form of informal communication may arise when formal systems for employee voice are limited or ineffective. Drawing on research in organizational behavior, employee voice and silence, informal networks, and emotional labor, this study positions gossip as a meaningful indicator of employee sentiment and organizational health. Data was collected through a survey of 109 hospitality employees who answered questions about the frequency and tone of workplace gossip, common gossip topics, communication with management, fear of speaking up, and access to formal feedback systems. Findings show that gossip is most common in environments with high emotional demands, weak communication structures, and limited psychological safety. It is frequently negative in tone and linked to job dissatisfaction, yet some respondents also saw it as socially valuable. These results suggest that hospitality management should pay more attention to gossip as a form of feedback and consider how to respond constructively to what employees are saying informally