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231 research outputs found
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Culturally sustainable development of tourism in the city of Split, Croatia
No full textThis study examines the potential of community-centered cultural tourism as a sustainable
alternative to Split9s current mass tourism model. Through in-depth interviews with local
experts and analysis of existing literature, as well as tourism data, this research reveals current
challenges: overwhelming seasonal crowds in the center of the city, loss of authentic cultural
identity, and negative impacts on residents' quality of life. The most important part of this
research was in-depth interviews with local experts supported by analysis of existing
literature, as well as tourism data. The results show that involving local communities in all
stages of tourism planning through collaborative decision-making, mindful management of
heritage sites, and development of meaningful and authentic cultural experiences can create a
healthier balance in destinations such as Split. The study highlights successful examples from
other cities where this approach has worked, while also recognizing the difficulties of
changing the current system and its shortcomings. Ultimately, it presents a vision for how
Split could potentially transform its tourism sector to better serve visitors and residents while
protecting what makes the city unique
First Impressions and Lasting Memories: The Role of Receptionists in Enhancing Unique Guest Experiences Across Hotels in Istria and Kvarner
No full textThis study examines the critical role of receptionists in shaping guest experiences and
operational success in hotels across the Istria and Kvarner regions of Croatia. Using the
SERVQUAL model, the research compares perceptions of reception service quality between
two key groups: hotel guests and employees. Findings show that guests are highly satisfied
with the reliability, responsiveness, and assurance dimensions of reception service but note
lower satisfaction with empathy and emotional engagement. Younger guests and occasional
travelers reported more positive experiences compared to older and frequent travelers. From
the employee perspective, receptionists’ professionalism and competence were rated highly,
although front office staff expressed lower satisfaction with staffing levels, training, and
autonomy compared to management perceptions. Significant perception gaps were identified,
particularly in the areas of empathy, the impact of technology, and staffing support. The
results reinforce the importance of balancing operational efficiency with personalized service,
improving interdepartmental communication, and empowering receptionists through training
and decision-making authority. Addressing these gaps can help hotels strengthen guest
satisfaction, enhance employee engagement, and ensure that human interaction remains a core
value in hospitality service delivery
The Role of Croatia Airlines' In-Flight Magazine in Croatia's Destination Branding
No full textIn-flight magazines are not just for entertainment. They also help promote the country by showing its culture, nature, and tourist spots. This study explores how Croatia Airlines' in-flight magazine affects the way passengers see Croatia as a travel destination. The research looks at what kind of content passengers enjoy most, how they read the magazine, and whether they prefer print or digital versions. Surveys were collected from 103 travelers at Dubrovnik and Zagreb airports. The magazine helps create a positive image of Croatia and can influence travelers to explore more, return in the future, or recommend the country to others. This research shows that in-flight magazines can be a useful tool for destination branding
Banja Luka’s Journey From Hidden Gem to a Strong Brand; Destination Branding and Placemaking
No full textIn today’s competitive tourism environment, destination branding is vital for cities seeking to increase visibility and attract visitors. For Banja Luka—a culturally and historically rich yet underrepresented city in Bosnia and Herzegovina—the challenge lies in developing an authentic identity that resonates locally and globally.
This research examined Banja Luka’s branding potential by exploring how the integration of destination branding and placemaking strategies could support its tourism development. The study found that by emphasizing authentic experiences, local traditions, natural beauty, vibrant public spaces, and community pride, Banja Luka can reshape its image and strengthen its appeal. Rather than relying solely on promotional efforts, long-term success depends on building a destination identity rooted in cultural values, a strong sense of place, and sustainable growth. Through this approach, Banja Luka has the potential to evolve into a destination that offers not only attractions, but also meaningful and lasting experiences for its visitors
AI Service Robots in the Food and Beverage Industry
No full textTwo questionnaires were administered in this study, looking into perceptions of customers
and employees in food and beverage industry regarding the use of AI service robots. The
purpose was to investigate opinions on the use of AI service robots in both EU and non-EU
countries. Findings suggest that while participants see clear functional and informational
advantages to using robots, they also recognize significant limitations, especially in areas
requiring emotional intelligence or handling non-standard situations. While customers expect
robots to be better than human employees in use of foreign languages, calculations, and
information-related services, employees would prefer to be replaced in routine or repetitive
tasks (cleaning, waiting tables). Employees agree that AI robots would have better math skills
than human employees. No significant differences were detected in opinions of EU and non-
EU citizens
Challenges For Male Students in Hospitality Education
No full textIn recent decades, higher education has witnessed a significant shift in gender enrollment and
completion rates, favoring women over men. This transition, observed since the 1980s, signifies
a notable reversal from the previous male dominance in enrollment. The disparity is evident
across developed nations, with women consistently outperforming men in enrollment,
completion, and attainment. This research investigates whether this gender gap extends to
hospitality education, utilizing quantitative analysis of enrollment data from a representative
institution and qualitative insight from focus groups done with male hospitality students.
Findings reveal a declining trend in hospitality education enrollment, particularly among male
students, widening challenges in the industry. Male students express concerns about
educational structure and biases, suggesting a need for more engaging classes and equitable
treatment. Male students also feel that they have natural disadvantages in focusing and
concentrating compared to their female colleagues. Despite facing obstacles, male students
exhibit aspirations for leadership roles in the hospitality industry, highlighting the importance of
addressing systemic issues to foster inclusivity and support male educational and career
endeavors
The Role of Private Accommodation in Transforming to High-end Tourism in Dubrovnik: Attractiveness of Renting and Selling Villas in Dubrovnik
No full textThe research is focused on examining the luxury private accommodation units in Dubrovnik,
Croatia. Through the analysis of Dubrovnik rental and real estate market, especially focusing on
high-end accommodation, the research aims to investigate the contribution of high-end
accommodation to Dubrovnik9s aspiration to transition from mass to luxury tourism model. The
study focuses on the financial attractiveness of renting and investing in luxury villas in the region.
Despite past failed large-scale projects and constant challenges raised from the extensive mass
tourism that Dubrovnik is experiencing, there is an increased demand for luxury properties. The
research involves analyzing data obtained through OTA and Real estate online platforms,
particularly connected to the night rates and listings available. Ultimately the financial
attractiveness and viability is evaluated in relation to current market conditions and certain
assumptions and limitations to the study. The methodology included gathering night rates from
OTA platforms combined with real estate agencies listings and calculating the traditional financial
performance metrics using the obtained data from the sources. At the end, eight high-end villas
were examined from a financial attractiveness standpoint and only two villas, considering current
market situation, stood out as financially attractive
AI and Human Customer Service in Hotels
No full textThe implementation of Artificial Intelligence (AI) in customer service within the hotel
industry has sparked a significant interest among hotel companies. This research paper explores
the various ways hotels have adopted AI particularly in its customer service segment. A survey
of 81 hotel guests provided key insights regarding customer preferences, concerns, and
experiences with AI-based service systems. While some customers manifest a preference for
human interaction, in areas requiring problem solving, empathy and complexity, others show
acceptance towards AI implementation
Insta-Engage: Exploring Social Media Tactics for Luxury Hotels in Croatia
No full textThis research explores the dynamics of social media marketing (SMM) strategies within the luxury
hospitality industry in Croatia, with a focus on two distinct hotel chains, termed "Hotel Chain 1"
and "Hotel Chain 2". It dives into the significance of social media and influencer marketing in
modern marketing practices, particularly within luxury hotels industry. By using a methodology
centered on the observation of official Instagram accounts, both qualitative and quantitative data
were gathered to analyze posting patterns, content strategies, and audience engagement metrics.
The findings reveal notable disparities between the two hotel chains, showcasing varying
approaches to SMM. While "Hotel Chain 1" adopted a more conservative posting pattern with
limited engagement, "Hotel Chain 2" demonstrated a more proactive strategy, resulting in higher
audience engagement metrics. These differences underscore the importance of consistent and
diverse content creation, as well as maintaining regular engagement with the audience. The study's
insights contribute to a deeper understanding of effective social media marketing practices within
the luxury hospitality sector, offering valuable implications for marketing professionals and
researchers aiming to optimize brand visibility and engagement in the digital landscape
AI in the Human Resources Selection Process
No full textThe purpose of this study was to investigate college students' perceptions of the integration of
Artificial Intelligence (AI) in Human Resources (HR) selection processes. A mixed-methods
approach combining quantitative and qualitative data collection methods was used to gather
insights from college students from the United States and Croatia. The results show that students
are open to AI in hiring but have concerns about bias, transparency, and job-seeking experience.
The study highlights the need for HR professionals to address these concerns and ensure fair and
ethical AI usage. The most important findings contribute valuable insights to HR professionals,
policymakers, and researchers who can benefit from the valuable insights provided, which can
inform the development of best practices for AI integration in HR selection processes. By
understanding the perspectives of the next generation of job seekers, organizations can
proactively mitigate potential issues and harness the potential of AI to enhance the hiring
experience