Naslov
Ispitivanje stupnja zadovoljstva turista komunikacijskim kompetencijama turističkih vodiča
(Testing the degree of satisfaction of tourists with communication competences of tourist guides)

Autori
Gržinić, Jasmina ; Kostić-Bobanović, Moira

Izvornik
Metodički obzori/Methodological horizons (1846-1484) 15 (2020), 1; 57-74

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
turistički vodiči ; verbalne kompetencije ; neverbalne kompetencije ; turisti ; stupanj zadovoljstva
(tourist guide ; verbal competencies ; nonverbal competencies ; tourists ; degree of satisfaction)

Sažetak
This pilot research analyzes the connections between communication competences of tourist guides and satisfaction of tourists guided tours in several towns of Istria County. Another objective of the paper is to establish a correlation between the communication skills of the guide, and gender and years of experience in the work. The aim of the research is to point out the failures of verbal and nonverbal competence of the guide during the conduct of tours. For the purposes of the research, data from 283 respondents (tourists) of selected destinations were collected. Respondents come from different emitting markets. The results of the research point to the need to improve the verbal skills of the guide, as well as nonverbal communication such as accessibility and the ability to develop friendly relationships with the client. The contribution of research is to improve knowledge in the field of interdisciplinary research (tourism and culture). The results of the research represent the transfer of knowledge about the expected competences of the data subject and the impact on customer satisfaction, in order to improve the quality of work of mediators in tourism and destination promoters.

Izvorni jezik
Hrvatski

Znanstvena područja
Interdisciplinarne društvene znanosti, Filologija

POVEZANOST RADA