Pregled bibliografske jedinice broj: 1263010
Employee communication and soft skills influencing tourists’ satisfaction
Employee communication and soft skills influencing tourists’ satisfaction // European journal of tourism research, 34 (2023), 3410, 19 doi:10.54055/ejtr.v34i.2967 (međunarodna recenzija, članak, znanstveni)
CROSBI ID: 1263010 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Employee communication and soft skills influencing
tourists’ satisfaction
Autori
Čuić Tanković, Ana ; Vitezić, Vanja ; Kraljić, Valentina
Izvornik
European journal of tourism research (1994-7658) 34
(2023);
3410, 19
Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni
Ključne riječi
employee skills, communication skills, soft skills, satisfaction
Sažetak
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.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Projekti:
NadSve-Sveučilište u Rijeci-ZIP-UNIRI-116-4-19 - Komunikacijske vještine turističkih djelatnika: samoprocjena, meke vještine, samopoštovanje i poduzetničke namjere (Čuić Tanković, Ana, NadSve - Odluka o izboru i financiranju ZIP UNIRI znanstvenih projekata u akademskoj godini 2019/2020) ( CroRIS)
Ustanove:
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija
Citiraj ovu publikaciju:
Časopis indeksira:
- Web of Science Core Collection (WoSCC)
- Emerging Sources Citation Index (ESCI)
- Scopus