Naslov
Tour Guide Communication Competence:Comparative Study Between Russian And North European Tourists’ Perceptions

Autori
Kostić-Bobanović, Moira. ; Esonu, Uchechi Nkeiruka

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
Cultural Tourism and Destination Impacts

Urednik/ci
Gržinić, Jasmina ; Vodeb, Ksenija

Grad
Pula

Godina
2015

Raspon stranica
210-226

ISBN
978-953-7498-96-2

Ključne riječi
Tour Guide, Communication Competence, Tourists’ Perceptions

Sažetak
This study investigates whether there are any differences in perceived importance of a tour guide’s communication competence behaviours between Russian and North European tourists and by their gender. Research participants were divided into two focus groups: Russian (n=133) and North European tourists (n=142). The focus groups completed questionnaires about their perceptions of the importance of nonverbal (approachability, poise, attentiveness) and verbal (language adaptability, cultural topics) dimensions of communication competence of tourist guides. All participants were surveyed while on a two-week vacation in Istria. Survey results were analyzed by focus group and by gender. Overall, with the exception of language adaptability, Russians ranked both nonverbal and verbal behaviours as more important than North Europeans. Additionally, female tourists considered verbal and nonverbal competence behaviours more important than their male counterparts.

Izvorni jezik
Engleski

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