engleski

The influence of foreign labour force on service provision and hotel guests' experience – the case of coastal Croatia

Purpose – The main purpose of this study is to analyse the influence of foreign labour force on hotel business in Coastal Croatia. Main objectives are to: 1) shed more light on foreign labour migration and related trends, 2) investigate attitudes regarding the participation of foreign labour force in hotel service provision, and 3) incorporate these trends and attitudes into discussion on authentic tourist experience. Methodology – Two structured questionnaires were used to collect primary data: 1) aimed at examining the guests' attitudes regarding the impact of foreign migrant workers' cultural background on their experience and sense of place, and 2) aimed at hotel managers to identify to what extent labour migration affects the employment in hotels. For the evaluation of data, both inferential and descriptive statistics were used. Desk research method included the compilation of available findings on labour migration, sense of place and the impact of labour force cultural identities on guest experience. Findings – This study revealed that the engagement of foreign labour force in hospitality industry has relatively strong impact on guest experience with a destination, as well as on hotel managers' decision making process regarding employment of domestic/foreign workforce. Contribution – The systematization and analysis of literature on labour migration represents theoretical contribution of the paper, while the empirical contribution comes from the analyses of collected data related to employment of migrant workers. Practical contribution arises from the primary research which indicates current trends, attitudes and policies for managing labour migration in hospitality industry.

labour force, labour migration, hotel companies, Coastal Croatia

nije evidentirano