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Common Stereotypes of Tourists in Dubrovnik
Get PDFAbstract
The purpose of this research was to find out what are the stereotypes of the most common
tourists in Dubrovnik; British, Americans, Germans, Spaniards and French people. Questionnaire
was distributed among the people working in hotels in Dubrovnik. All the hotels were
categorized between 3 and 5 stars. Questionnaires were given to the employees who distributed
them among them and they were later collected. The results showed that British people are
considered to be conventional, Americans are described as democratic, while Germans are
perceived as hardworking people. Guests from Spain are described as loud, while French people
are seen as liberal. Stereotypes can be dangerous in hospitality industry, since they are bordering
with generalization and they can often lead to discrimination. The employer should educate their
employees on stereotypes and train them to overcome their perception of guests in order to avoid
negative consequences that can be the result of stereotyping
International Branding and Product Distribution of Croatian Extra Virgin Olive Oil
Get PDFThe literature review showed that olive oil has been part of the Mediterranean civilization since
before recorded history.
The olive grove has traditionally been a Mediterranean crop whose production of olives has been
dedicated, for the most part, to the production of olive oil, a basic product of the Mediterranean
diet. The major European producers are Spain, Italy, and Greece. The purpose of this study was
to determine how to build up the awareness of Croatian olive oil in the US market and the
general awareness of olive oil in the American market. A survey was used to collect data online
from 113 American participants.
The results of the study indicated that majority of participant are consumers of olive oil and have
uncertainty toward the health benefits of olive oil. Regarding the general aspect of olive oil
consumption, participants are mostly influence by doctors, family members and closest friends
when choosing to purchase olive oil. However, American participants were separated in half by
the awareness of Croatian as olive oil producer and majority is willing to purchase Croatian olive
oil
Key Factors Influencing Employee Retention and Motivation in the Hospitality Industry
Get PDFThe goal of this research was to test if monetary incentives are the best way to motivate people
in Dubrovnik, whether they would perform better and be more satisfied with their work if
money was given as a reward. In order to test this the experimenter used a modified
experiment preformed by Dan Pink in order to design the experiment suitable in this scenario.
Results of the experiment have shown that despite money seeming to be a good motivator
certain unseen factors proved to be more beneficial and effective in increasing performance
than money. Participants stated that winning was motivating them better than money, and
forgetting that the monetary incentive was even a part of the experiment. When monetary
incentive became the reason of their motivation the participants preformed worse and showed
reduced efficiency in a task requiring minimal cognitive capability
Can You Understand Language That Is not Spoken – Comparison between Hospitality Students and Employees
Get PDFVerbal communication is a key for mutual understanding and interaction between individuals
and groups. But it all started with signs and gestures of our ancestors in a form of nonverbal
communication. Today we value more verbal part of our behavior and a lot of people
underestimate the importance of nonverbal behavior in everyday life. This paper was focused
on nonverbal behavior more specifically on the importance of perception of nonverbal
behavior in college students and hotel employees and differences in genders when it comes to
nonverbal behavior. The results showed that there are no significant differences in perception
of students and hotel employees on nonverbal behavior, but the results from survey did
contradict with literature done by other authors on nonverbal behavior when it comes to
gender differences
Bridezilla does not live here anymore : Attitudes of Croatian millennials towards wedding planning services
Get PDFABSTRACT The research focused on expectations of Croatian millennial brides towards wedding planning services. It was investigated what do millennial brides expect to be delivered from wedding planning agencies and what are their expectations when seeing themselves as future brides. Out of 178 questionnaire participants, results showed how older millennials do not expect a strong relationship with their wedding planner. The research also showed how more educated millennials view the relationship with their wedding planner more realistically then less educated millennials. What they all have in common is the importance of reliability as the most important feature pertaining to the wedding planning agency and the service they offer. It has been proven that reliability is the number one by importance between five dimensions within the SERVQUAL method and how customers identify their brand loyalty to companies through the common shared values. For future research it is advised to measure perceptions of married women who have already experienced the relationship with the wedding planning agency
The Importance of Foreign Languages in Resolving Customers’ Complaints in Hospitality Industry
Get PDFThe purpose of this project is to find how relevant it is the knowledge of foreign languages in
customers' complaints resolution in hospitality industry. In order to find the answer to this
question, the author has identified different categories of customers as well as different
reasons why they choose to complain or not. The questionnaire was chosen to collect data and
it was distributed to RIT Croatia students from Hospitality and Service Management Program
as well as to full-time employees in hospitality industry. The results obtained has shown the
difference in the perception of the importance of foreign languages in the process of
resolution of customers' complaints. Since this process has a great importance in overall
tourism business, it is clear that any data related to it that could help improve dealings with
customers could be potentially valid and important not only to make customers satisfied but
also to help the company stay competitive on the market
Cruise Tourism in Dubrovnik: Economic Benefits and Social Impacts
Get PDFA large concentration of cruisers in the destination opens the question of sustainability of
cruise tourism in Dubrovnik and whether there are more positive or negative effects on
Dubrovnik as a destination. This paper determines the level and form of economic and social
impact on sustainable development of Dubrovnik as a cruise destination. Various debates
increased during recent years about the exact income generated from this type of tourism, and
what areas it is affecting the most. Research was conducted by collecting and analyzing the
data, as also interview conducted with Dubrovnik Tourist Board. Results showed that
Dubrovnik is gaining significant income from the cruise tourism divided among different
segments, but it lacks quality cruise management in organization and acceptance of cruise
travelers. Poor management is affecting residents and stationary tourist quality of life
A Triadic Analysis of Service Quality Between Customers, Employees and Managers of Fine Dining Restaurants in Dubrovnik
Get PDFThe primary goal of this research project was to assess service quality in Dubrovnik fine
dining restaurants, more specifically to analyze the importance of specific service quality
elements from three perspectives ; restaurant customers’, managers’ and employees’. Five
service quality dimensions were measured; tangibles, reliability, responsiveness, assurance
and empathy. Modified DINESERV model was used to develop a questionnaire for
conducting this research. Results of this questionnaire indicated that there is a significant gap
between managers’, employees’ and customers’ perceptions on the importance of service
quality elements in Dubrovnik fine dining restaurants. In addition, this research suggested
that managers overrate the importance of service quality elements while employees underrate
the importance of these elements when compared to customers. Customers and employees
ranked reliability as the most important service quality element for restaurant industry while
managers ranked responsiveness element of service quality as the most important element,
which is a new finding provided by this research
The Awareness of RIT Croatia Students on Intercultural Competence
Get PDFAccording 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 different has thus become one of the crucial skills and
competencies in the modern globalized world and it has a special meaning for the world of
hospitality industry. The main purpose of this project is to investigate how aware are the
students of RIT Croatia of the importance of intercultural competence in order to investigate
how aware are the students of RIT Croatia of the potential misunderstandings in cross cultural
communication, motivations and abilities
Smart Casual Restaurant Concept Split Smart Casual Restaurants: Are We Doing The Real Thing?
Get PDFSmart 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 results successfully apply the concept, whereas others fail mostly within
service quality dimension. Based upon the findings, restaurants applying the trends become
market leaders. Others who aspire to become so should improve within service quality and
atmosphere design