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Authors: Kadir Çakar, Şehmus Aykol

Abstract: The purpose of the current qualitative research on travellers’ behaviors and attitudes visiting high-tech hotels is to examine and understand the effects of innovative service experiences. With the aim of contributing to knowledge in the field of service research, this paper has employed user-generated content (UGC) within the context of a qualitative research method. Data was obtained from online reviews left by travellers (n=350) on TripAdvisor who visited the Eccleston Square Hotel in London, which generated the unit of data analysis and was processed through content analysis. Findings of the present study have indicated that the innovative service experiences of travellers visiting the Eccleston Square Hotel reflect many heterogeneous and multidimensional features. Results have also revealed that travellers are more disposed towards visiting technologically oriented and equipped hotels that can improve the quality of customer experience while potentially creating a positive impact on their satisfaction levels and intentions to revisit, as well as positive eWOM effects for other travellers.

Keywords: Innovative service experiences, Information and communications technologies, Innovation in tourism, Qualitative research, User-generated-content

DOI: 10.5937/turizam23-22009

Article info: 120-132

Received: August 2019 | Accepted: September 2019

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Authors: Sanja Kovačić, Tamara Jovanović, Ivana Šagovnović

Abstract: The main aim of the paper is to determine if there is a difference in image and brand personality perception of the Roman heritage sites in Serbia between tourism stakeholders and tourists who have visited those sites. The initial assumption was that stakeholders in tourism have a more realistic perception of the current destination brand and image and that they are more aware of advantages and disadvantages related to the development of the analyzed Roman sites. To achieve the main aim of the study, the research has been done in two phases. The first phase included the survey done on the sample of 502 tourists who have visited some of the Roman sites in Serbia, while the second phase included an interview with 10 tourist stakeholders. The results show that tourism stakeholders have a more positive perception of both cognitive and affective image, with a special emphasis on affective image where the differences are quite large. In addition, the results indicate that tourists and tourist stakeholders equally perceive the analyzed Roman sites as Exciting. On contrary, tourist stakeholders have a better perception of all other dimensions of the brand personality, with the biggest difference being noticed in the perception of Ruggedness and Competence. Further differences will be discussed in the paper.

Keywords: Destination image, Destination personality, Cultural route, Roman heritage sites, Serbia

DOI: 10.5937/turizam23-22773

Article info: 133-144

Received: August 2019 | Accepted: September 2019

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Authors: Dijana Vuković, Anica Hunjet, Goran Kozina

Abstract: Tourism as an activity can make a positive contribution to social and economic development, but, at the same time, with its fast and uncontrolled growth it may cause substantial damage to ecological values and loss of local identity and traditional cultural values. The protection of biological, spatial and cultural values is imperative for sustainable tourist destinations to attract consumers. In a tourism analysis, natural attractions and the environment of a tourist destination are vital components of development. When choosing a travel destination, the consumer’s perspective affects the comparative advantage of the destination on the global tourism market, its reputation, its potential to attract and retain tourists, the quality of life and the standard of living of local residents, as well as potential investments. The paper aims to examine the environmental component as a strategic determinant of the development of a tourist destination. The paper investigates the many factors affecting the decisions of the management of a destination and looks in more detail at the pressures put by tourism activities on the eco-systems of travel destinations, which accelerate and intensify the consumption of destination values.

Keywords: sustainable development in tourism, environmental sustainability, tourist destination, concept of resource use indicators, responsibility of tourist destination

DOI: 10.5937/turizam23-21135

Article info: 145-156

Received: April 2019 | Accepted: September 2019

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Authors: Milica Vujičić

Abstract:Team building is a process that aims at improving the performance of a group of people working together to achieve a common goal. Team buildings are an indispensable part of corporate activities of main tourism stakeholders including hospitality service providers, event organizers, transport companies, and many others. To assess the current state of tailor-made team building in Serbia an in-depth interview encompassed hotel managers, consultant agencies directors, head of the travel agencies, event organizer and other. The sample size was 10 respondents. All of the respondents are in some way connected and in line with team building work or decision making. The research was conducted during August and September of 2015. The study found some interesting results that most of the market share of the corporate events are under the hotels, followed by consultant agencies and only 1% is within travel agencies. Seasonality is also noticed, spring and autumn are most frequent with team buildings. Group mostly consists out of 30 to 60 participants and the duration is 2 to 3 days. Beside entreating part of the event, most of the activities are aimed at employee development. Research also found some barriers from the lack of budget, to the heterogenic group, to many details in the team building request and other. Further research could give some interesting recommendations and suggestions on how to improve and exploit this tourism and event market

Keywords:Team building, tourism stakeholders, corporate events, Serbia

DOI: 10.5937/turizam23-23209

Article info: 157-165

Received: August 2019 | Accepted: September 2019