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231 research outputs found
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AIRLINE INDUSTRY AND GENERATION Z (CASE OF CROATIA AIRLINES)
No full textThis research effort addressed a number of issues associated with Gen Z fliers: how do they
perceive various elements of the flying experience and are they satisfied with the flying
experience provided by Croatian Airlines, an airline employing a hybrid airline business model.
Kano and SERVQUAL models were combined to determine the meaning of flying elements and
a SERVQUAL evaluation determined Gen Z’s satisfaction with Croatian Airlines. The results
indicated that when considering flying elements some differences exist between more frequent
and infrequent fliers, with more frequent fliers expecting more from airlines. The results also
suggest that Gen Z is largely satisfied with Croatian Airline’s offer with specific areas of
improvement possible
The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?
No full textThe purpose of this paper was to investigate the importance that hospitality employers assign to empathy when selecting people for frontline positions. This research was focused on the 4 and 5-star hotels in the city of Dubrovnik. A survey that consisted of several open-ended questions was distributed in an attempt to investigate the practices and attitudes these hotels have towards empathy as a characteristic of a frontline employee. The research showed that hotels find empathy important both as a service quality dimension and a characteristic of a frontline employee. The paper also revealed that there is a lack of soft skill training provided to frontline employees
Post-War Tourism in Sarajevo: Perceptions of Locals and Tourists
No full textThe study researched perception of locals and tourists about post-war tourism in Sarajevo. Questions in a questionnaire were divided into three categories of overcoming post-war tourism: landscape remembrance, fading memory and replacing memory, suggested by Nicholas A Wise in 2011. Participants defined which category should be the base of tourism offer in Sarajevo. There were 60 participants in total engaged in a survey, locals and tourists that visited Sarajevo and they gave their perception of Sarajevo’s post-war tourism. Results has shown that majority of participants think the focus in tourism offer should be based on ‘fading memory’ and least on the ‘landscape remembrance’. Interestingly, tourists want less of a focus on war in the tourism offer, while locals, especially those employed in tourism believe that even more war memorials should be built
Differences in Customer Service: The Case of Boutique and Standard Hotels : c: Personalized vs. Standardized Service
No full textIn today`s age of Experience Economy, customers are more prone towards
selecting hotels that are able to deliver experience in itself.
Boutique hotel sector is widely emerging on a global scale while providing
personalized over standardized customer service. The quality of customer service in
Hospitality Industry is of a significant importance: ensuring competitive edge and
customer loyalty.
The main objective of this research paper is identifying if boutique hotels offer
more personalized customer service when compared to standard ones. Furthermore, this
research paper poses to identify gaps in service quality of standard hotels.
The presented paper uses most accurate criteria for measurement of qua
customer service quality in hotels. Namely, online observation of customers` reviews in
combination with SERVQUAL model. Used instrument indicated qualitative and
quantitative results
Scape Ghost: Creating an Authentic Restaurant Experience
No full textThe goal of this paper was to define authentic restaurant experiences and to create a restaurant authenticity measuring model (RAMM) in order to confirm our definition and test the model’s effectiveness. 15 best (excellent) and 15 worst (terrible) TripAdvisor reviews of 20 fine-dining restaurants were read, analyzed and recorded by the author of this paper, counting 600 TripAdvisor reviews in total. Our definition of authenticity as a degree to which a restaurant matches what it says it is (its promise, what customers expected) and what it actually is (its delivery, perceived experience) in terms of the categories of food, service (staff), atmosphere and convenience was supported. Moreover, our findings not only supported our theory about authentic experiences being perceived as more holistic, but also that authenticity is ultimately assessed by the customers in terms of perceived value for money
Examining Private Accommodation in Dubrovnik
No full textThis paper examines the recent phenomenon of sharing economy, specifically the private accommodation renting sector and its effects on local communities. Through examples of several European cities, issues and implemented solutions of private renting are analysed.
The focus of this research is on Dubrovnik, where issues/problems and possible solutions inspired by the examples of London, Barcelona and Amsterdam are presented to the local community in the form of a questionnaire. The results collected are further presented and explained
Targeting Sustainable Developments on Island Mljet
No full textThis 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 of Dachangshan Island”
and most recently a development strategy established by LAG 5 from Island Korcula.
This research is meant to identify ways to boost infrastructural development on Island
Mljet in order to introduce a potential method for sustainable development
Dubrovnik by Wheelchair
No full textThe paper followed the UN Implementation checklist that consisted of a 19-point scale divided
into four groups to determine the accessibility of four public locations in Dubrovnik. The
locations were assessed in the groups of obstruction, street furniture, pathways and curbs, and
parking facilities. The locations were randomly picked in the area and all serve the general
public, which means that all should be accessible by any individual. The highest compliance
result was obtained at Lapad Bay Beach (89%) and the lowest score appeared at Elementary
School Mokosica (42%). To test the architect’s attitudes toward designing an accessible
environment, a questionnaire was distributed to eight local architects in Dubrovnik regarding
their previous knowledge and current practice in the professional field. Results show that
accessible environments are built only when they are required, but also that all the needs of the
disabled are not taken into account. Environments are designed to be accessible by wheelchair,
but others disabilities are not concerned by law, education, or practice
VIRTUAL REALITY IN HOTEL BOOKING SYSTEM
No full textThe purpose of this paper is find and present relevant data that would encourage owners of accommodation units of the necessity to implement virtual reality systems into their businesses and ensure that, by doing so, these business can be adapted according to current and future trends in this field and can successfully survive on the market.
The findings of this paper mostly attempted to focus on the personal impact of virtual reality as well as the existing knowledge of this phenomena.
A questionnaire represented opinions of the people which are surveyed during the data collection so that it can be seen how many positive and negative comments we have about this implementation
Understanding restaurateurs’ wine list design strategies in Croatian restaurants
No full textThe aim of this research was to get an understanding of restaurateurs’ strategies when choosing wines to be offered on wine lists in Croatia, namely in Dalmatian restaurants of Dubrovnik and Split. Since similar studies have been done in France, Australia, the US, and China, the main idea was to compare those findings with the situation in Croatia. The results of the quantitative best-worst research study that included 110 restaurants in Dubrovnik and Split, showed that restaurant owners in Croatia have a set of strategies in mind when designing their wine lists including: ‘high reputation brand’, ‘tastes good’, and ‘preference for local wine’