This case describes the problem of building a strong corporate identity in the Anniks hotel following the change of the general manager. After a short theoretical background about the construct of ...corporate identity, the hotel is presented in its distinctive characteristics and type of guests. The results of the interviews with the team manager are presented, as well as an analysis of the actual, desired and ideal corporate identity in order to foster creativity, encourage critical thinking and identify the elements of a new corporate identity.
This paper aims to analyze the influence of internal communication on employee satisfaction in the hospitality industry from the viewpoints of communication with superiors and colleagues. The study ...uses survey data from two hotels with the same quality rating and the same hotel chain. Our results indicate that both forms of communication positively influence job satisfaction, based on the PLS-SEM method.
This paper seeks to study tourists’ perceptions of the effect of the communication skills of tourism service providers on soft skills and on satisfaction with the rendered service. Primary data were ...collected using a structured questionnaire, while the quantitative analysis uses the PLS-SEM method. The results show that communication skills have a positive and significant influence on soft skills. Customer satisfaction is positively impacted by both communication skills and soft skills. The paper offers support to the career development and exploitation of tourism professionals, relying on their developed and improved soft and communication skills.
Consumer Segments in Blockchain Technology Adoption Tanković, Ana Čuić; Prodan, Marina Perišić; Benazić, Dragan
South East European journal of economics and business,
12/2023, Volume:
18, Issue:
2
Journal Article
Peer reviewed
Open access
Recent research has highlighted the adoption of blockchain technology (BCT) and the increasing recognition of its multiple capabilities for users. The main objective of this paper is to delineate ...different consumer segments based on their BCT beliefs and attitudes. Using a survey method, 934 questionnaires were collected and subjected to hierarchical and K-Means cluster analysis and contingency analysis. The results reveal four identifiable user segments with respect to BCT adoption: Innovators (enthusiastic about BCT), Cautious (careful about BCT), Sceptics (doubtful about BCT), and Suspicious (very distrustful about BCT). These results provide valuable insights into understanding behavioral intentions and serve as a basis for future research.
Active event sport tourists (AESTs) are those tourists who are taking part in organised events as competitors. Each event is held in a particular destination and, as a part of a highly competitive ...industry, both events and destinations offer an ever-widening range of services, striving to make their visitors satisfied. In order to better understand, conceptualize and manage the AESTs’ satisfaction, the primary research based on a questionnaire survey was conducted on 16 small-scale sports events, collecting 502 responses. Results indicate that six satisfaction categories emerged: four event-related dimensions (staff and communication, event reputation, safety, and facilities and key processes) and two destination-related dimensions (destination offering and destination attributes). Understanding the role of the satisfaction of AESTs in a small-scale sport event creates both scientific and practical contributions, where sport event management and marketing need to consider each of these satisfaction categories in order to design and deliver the best active sport tourism experience.
While the importance and positive impact of small-scale sports events for the tourism of host regions has been well researched,the possibilities of branding such events under a common denominator ...have not been fully explored. This paper attempts to provide an approach for using the concepts of brand personality and umbrella brand for the purpose of small-scale sports event analysis and promotion recommendations. Gorski Kotar, an under developed region in Croatia, was chosen as the research area. The research target was small-scale sports events organised in this area. The aim was to build a general recommendation of an overall umbrella brand for all examined events,developed from the brand personality traits of each event (sub--brands). Using desk research along with workshops and interviews with organisers, three characteristics for each of the 81 small-scale sports events were extracted. The existing framework of five brand-personality dimensions by Aaker (1997) was used for the purpose of coding characteristics into traits and later linking with factors. An overall brand personality profile of all events was created and results imply the necessity of introducing a new factor called Nature (nature-oriented) into the existing framework.
Purpose – The paper aims to identify the main hotel management response strategies to a negative online review and examine their influence on the trust of potential guests reading reviews in ...usergenerated media. Design – Five response strategies that emerged from the literature were empirically tested: personalization, empathy, confession, denial, and excuse. A mixed-method was applied, and the research was conducted in two phases using a qualitative method with a scenario-based approach and a quantitative research using the PLS-SEM method. Methodology/Approach – A focus group was used to provide a basis for the survey. The survey included one real negative hotel review and five hypothetical responses written according to the five observed strategies. Each response was followed by a set of statements examining the level of trust. A total of 435 questionnaires completed. The influence of each strategy on trust was tested individually. Findings – The results show that personalization, empathy, and confession as response strategies positively influence the trust of potential guests, whereas denial and excuse as response strategies have a negative effect on trust. Originality of the research – The research systematizes previous literature and identifies the main response strategies to a negative online review. It empirically tests all five strategies so that they can be observed in relation to each other. Moreover, this research includes the concept of trust as a dependent variable. The results can help scholars to build further models and hotel managers to understand how they should respond to negative online reviews.
This case describes the problem of building a strong corporate identity in the Anniks hotel following the change of the general manager. After a short theoretical background about the construct of ...corporate identity, the hotel is presented in its distinctive characteristics and type of guests. The results of the interviews with the team manager are presented, as well as an analysis of the actual, desired and ideal corporate identity in order to foster creativity, encourage critical thinking and identify the elements of a new corporate identity.
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