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231 research outputs found
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Impact of Restaurant Online Ordering on Customer Service Quality
No full textCovid-19 created a major shift in customer demand for the restaurant industry. One of the leading
trends that increased drastically during the pandemic is online ordering, which required
restaurants to adapt to online ordering services and acknowledge the value they need to transfer
digitally to keep service quality and customer satisfaction in accordance with standards. This
research was based on examining the impact of online ordering services in Dubrovnik’s
restaurants on customer service quality and satisfaction, and assessing whether this trend is
becoming the norm for the future. An online questionnaire was completed by 52 college students,
which measured their perception and satisfaction with online service options in Dubrovnik’s
restaurants and assessed their online ordering intentions and habits for the future. Results showed
that online ordering option is closely connected to customer loyalty and that demand for digital
ordering from restaurants is remaining the norm for the future of the industry
European and North American International Branch Campuses: Hospitality Management Students' Perspective
No full textEvery country has a dispute over the quality of education given in hospitality management
schools. With the economy growing at a quick pace, the quality of hospitality management
education available in Europe has become a subject of much interest. The rising expansion of
this industry, with an increasing amount numbers of "branch campuses" springing up across
Europe, has prompted policy makers to consider the relevance of providing high-quality
hospitality management education. The major goal of this paper is to look into the quality of
hospitality management education and its students’ satisfaction offered at European and North
American international branch campuses (IBCs) located in Europe. The research approach is
based on the SERVQUAL’s 5 dimensions of service quality (responsiveness, assurance,
tangibility, empathy, and dependability). A questionnaire survey was conducted with more
than 50 university students from more than 10 different branch campus institutions in Europe
who majored in hospitality management. The study's main findings indicated unexpected
results in terms of student satisfaction in all 5 dimensions of service quality, which
contradicted my main hypothesis
Service Failures in Five-Star Hotels in Dubrovnik – Neretva and Istria Counties
No full textThe goal of this research was to identify key categories of customer complaints in five-star hotels.
Qualitative analysis, in this instance content analysis was used to discover imperfect service areas.
This research aimed at analyzing the content of online customer feedback focusing on five–star
hotels in Croatia. By analyzing 244 customer reviews in 18 five-star hotels in Dubrovnik-Neretva
and Istria counties, patterns in service gaps were identified, including rudeness, slowness, lack of
attention, lack of skills, poor supervision, lack of problem-solving. In this research, the highest
number of service failures have been identified in Food and Beverage department, followed by
Front Office, Housekeeping, Sales, Management and Spa. Another category ˝Multiple
Departments˝ indicates that a service failure had impacted the entire operations and guests did not
mention a specific department in the revie
Accommodating Culturally Diverse Guests: Large vs. Small Hotel Chains
No full textPersonalizing the product at no additional cost to the end user guarantees increases sales and
customer satisfaction, but that becomes difficult when the supposed product is the service.
Nevertheless, the data show that service personalization leads to increased customer satisfaction
and consequently customer loyalty. Adjusting to the diversity of the guests should be a priority
for hotels because that is a one way of service personalization directly increasing customer
satisfaction. The paper investigates four best practices in this area. This research has been
conducted by observing 6 US based Hotel Chains of which 3 are large (>4700) and 3 are small to
medium sized (<1300). Websites, Social Media pages and PR statements were observed. It
resulted in great findings, and possible valid recommendations for large chains, but the research
did not show major suggestions for improvements for smaller chains. Research implies that
smaller chains can pursue this strategy of customization in order to grow their customer base. For
more in-depth research on-sight visits to the hotel properties research would be advised as well
as conduct the observation method in real world settings
Influence of Internships on the motivation of hospitality students to continue career paths within the Hospitality Industry
No full textIn the recent years the hospitality industry has experienced quite a lot of challenges that added up
to its notorious reputation that is built upon culture of overwork, low salaries and difficulties
associated with career enhancements. Thus it does not come as a surprise that a lot of workers
are deciding to disengage from the industry in question, and if the negative trend continues to
evolve simply there will be no employees to drive the industry. Therefore it is important to solve
this issue by potentially focusing on the talent pool of the young hospitality explorers who get to
know the industry through their internships. This research was conducted in order to examine
the potential issues that can occur during the internship, and thus act as the discouraging factors
to pursue career in Hospitality in the future. Additionally, the research was also aimed at
discovering whether the international students experience more challenges during their
experiences when compared to local studetns. The research was done by distributing an online
survey to hospitality students studying in RIT Croatia, Dubrovnik and University of Dubrovnik.
The results suggested that the majority of students feel uncertain in regards to their future careers
within the hospitality because of the issues/challenges they have faced. However due to this
research it was possible to identify the areas causing dissatisfaction and thus the findings could
be used as possible ideas that once implemented can help to slow down the potential employee
turnover among the young workforce
Digitalization and Automation of Accounting: Accountants’ Perceptions on Advances in Technology
No full textTechnology is evolving very fast and it is making great changes in all aspects of every business,
with no exception for accounting. The aim of new trends in technology is to help businesses but
also the workers to work simultaneously side by side with technology and make their job more
effective. This study uses descriptive data analysis and quantitative analysis to interpret
accountants’ perceptions on advances in technology and its impact on their business. The aim of
this research was to find out what are perceptions of accountants on new trends emerging in
technology that have a direct impact on their business. The research was conducted online created
with Google forms and it was distributed to 30 accountants around Croatia, Serbia and
Montenegro. The study results show that there is a big area from improvement. They also show
that accountants are not enough familiar with all trends in technology and how it can help them in
their business, one example is the Big Data trend
The Environmental Impact of Fireworks in the City of Dubrovnik
No full textFireworks have a long history of commemorating special occasions around the world. What is
not often acknowledged is the harmful health and environmental effects that are produced from
firework usage. Inhalation of particulate matter (PM) 2.5 µm and release of perchlorate into soil
and surface water can cause serious short and long-term issues. The lack of education
surrounding firework pollution makes them a silent environmental hazard, causing more harm
than realized. A case study was conducted in the city of Dubrovnik, Croatia to better understand
both the public’s and city’s awareness surrounding firework pollution. An interview with a senior
maritime advisor of the city of Dubrovnik along with a media content analysis on local media
archives were conducted to gain a better grasp of the current awareness. Both the interview and
media content analysis revealed that the city of Dubrovnik is unaware of potential firework
pollution and the harm presented towards the environment and human health. While noise
pollution was a concern regarding animals, no definitive actions were taken to prevent this issue.
While the environmental effects of fireworks were not a concern of the city, there are still actions
that can be taken to reduce future harm. The first step is conducting primary research to gauge
the extent of pollution in Dubrovnik after firework displays. Once this is established as a
baseline, solutions can be implemented such as using eco-friendly firework alternatives to reduce
the amount of environmental har
To Bundle Or Not To Bundle: Luxury Villa Pricing Strategies That Attract Customers
No full textIn this research, the main focus is on the pricing strategies of luxury villas in Montenegro,
specifically in southern part of Montenegro. The research conducted was twofold. The first
part of the research was content analysis, a specifical analysis of current offers, and pricing
for villas in three Montenegrin cities Tivat, Kotor, and Herceg Novi. The second part of the
research was a survey administered to potential guests of a hypothetical property, a luxury
villa, investigating guest preferences in villa pricing strategies. Prices were set utilizing the
insights from the noted market analysis. Results suggest that guests prefer bundled offers,
where they would pay a fixed price of a villa per night, and an additional mandatory villa per,
per person. The market research also revealed the need for revenue management in
Montenegro, since many villa owners did not differentiate prices throughout the year.
Revenue management is something that is implemented in many industries nowadays and it
has a great impact on revenue streams. Airlines and hotels are just pioneers of revenue
management implementation. However, a la carte pricing in private accommodation is not
researched or investigated in depth
Impact of uniforms on emotional labor strategies
No full textEmotional labor refers to the process of regulating one's emotions and expressions to fit the
organizational requirements and employees regulate their emotions via two different acting
strategies, deep-acting, and surface-acting. The following study focused on examining the
role of the uniform and dress code in the employee's emotional labor capabilities, and
whether there is a connection between uniform attributes and emotional labor outcomes. For
the data collection, an instrument was used in form of an electronic questionnaire and a total
of 124 participants participated in the survey. We analyzed the data using descriptive analysis
and in order to get a deeper insight into the correlations, Wilcoxon's two-tailed tests were
conducted. The results seem to imply that even though there was no correlation between the
uniform and deep acting, the uniform does have an influence on the employee's ability if its
perception is negative, thus influencing surface actin