showing 4 related works from this author
ICT for external use in Croatian four- and five-star hotels
2016
The Purpose – The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four- and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach – The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews …
Consumer-Generated Reviews on Social Media and Brand Relationship Outcomes in the Fast-Food Chain Industry
2017
A number of studies agree on the fact that social media users tend to trust more the contents created by other users than those generated by companies’ marketing departments or advertising agencies. However, little is known regarding whether social media can actually enhance brand trust and other brand relationship outcomes that are deemed critical to the hospitality marketing literature. This paper seeks to offer some important insight on this issue by examining the impact of consumer-generated reviews on social media on four main pillars of the relationship marketing paradigm, i.e., satisfaction, trust, commitment, and loyalty. The inter-relationship between brand outcomes is also examine…
Managing group work in the classroom: An international study on perceived benefits and risks based on students’ cultural background and gender
2018
Working in groups has become an essential part of success of every organization operating in global economy. Therefore, the business sector has created an imperative for higher education institutions (HEIs) to modify study programs and prepare students to be effective team players. However, while group work has been highly encouraged among university students, their opinions on this practice remain rather neglected. In addition, the role of culture and gender in students’ perceptions of group work has received little attention. The purpose of this study is to examine how university students perceive group work in terms of its benefits and risks and whether their national culture and gender …
Latest technology and communication consistency in hospitality: a comparison between two Mediterranean countries
2016
AbstractThe goal of this research is to examine customers′ perceptions of the latest technology solutions and marketing communications within the hotel context in two Mediterranean countries – Croatia and Italy. In particular, hotel guests of four- and five-star hotels located in these countries participated in the research. Firstly, guest perceptions of advanced Information and Communication Technology (ICT) and communication consistency are analysed and compared in Croatian and Italian hotels. Secondly, the impact of ICT on communication consistency is tested in both studies. The findings show that the level of customer perceptions of communication consistency is relatively high in both c…