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Authors: Oktay Emir

Abstract: The factor of employee quality is crucial in tourism because it is a sector focused primarily on serving individuals. The fact that hotel establishments are expected to provide 24/7 uninterrupted service makes it more important that the customers and employees are in constant communication and the employees are qualified. Tourists always wish to have happy moments throughout their travel and hope to return home with cherishable memories of the trip. For this reason, hotel staff opinions about the positive effects of tourists will contribute both to the tourism sector and to serving tourists better. According to the results of the study, while no significant relationship was found between the demographic characteristics of the employees and the perceived positive effects of tourists staying in Antalya hotels, certain differences emerged concerning some staff demographics in Eskişehir.

Keywords:demographic, staff opinions, tourist, Antalya, Eskişehir

DOI: 10.5937/turizam21-16719

Article info: 151-160

Received: November 2017 | Accepted: December 2017

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Authors: Hümeyra Doğru, Mehmet Ertaş, Burcu Selin Yılmaz

Abstract: Despite the developments in computer-mediated communication after the advent of the Internet, traditional word-of-mouth (WOM) marketing is still influential on consumers’ buying decision processes. As one of the WOM influencer groups, market mavens are information providers who affect buying decision of other consumers with their product knowledge and marketplace expertise. The purpose of the study is to examine whether front-line employees working at travel agencies are market mavens or not. A survey of 120 travel agency employees was conducted using a structured questionnaire including open-ended questions as well. Descriptive statistics, parallel test, minimum average partial test, exploratory factor analysis, independent samples t-test, and correlation analysis were performed using SPSS 24.0 software. The conclusion of the study revealed that the front line employees in travel agencies had a tendency to give recommendations and share information as market mavens.

Keywords: Word-of-Mouth, Market Mavenism, Travel Agencies

DOI: 10.5937/turizam21-16720

Article info: 123-131

Received: September 2017 | Accepted: September 2017

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Authors: Silvana Đurašević, Andrea Kavarić

Abstract: International hotel chains have been present in the Montenegrin market for the past 13 years, but their influence on hospitality industry, as a branch, has only been strong in the last five years. The first hotel, which belongs to a hotel chain, came in 2004 by opening the Iberostar Bellevue Hotel in Becici. Today, there are eight branded hotels in Montenegro. The purpose of the research in this paper will be the contemporary trends in hospitality industry and their impact on the Montenegrin market. Research results suggest that although the share of branded hotels is small, the brand’s strength makes them dominant on the market and allows them the position of the demand generator and partially the offer creator. Furthermore, new trends have brought changes in the quality of service, application of standards, the creation of hotel products, sales and other essential issues for the hotel operation. A special review was given to the Ramada Hotel Podgorica, whose appearance on the capital city market strengthened and facilitated the opening of new branded hotels, such as Hilton Podgorica and Center Ville Hotel. Also, Ramada’s business analysis has helped significantly in highlighting the contribution of this and other branded hotels to the establishment of a modern hotel business in Montenegro.

Keywords: International hotel chains, new trends, Ramada, Montenegro

DOI: 10.5937/turizam21-16721

Article info: 172-184

Received: September 2017 | Accepted: December 2017

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Authors: Aleksa Š. Vučetić, Jovo Ateljević, Tatjana Pivac, Sanela Kovačević Pejaković

Abstract: The study tries to explain the influence of regional affiliation on employees’ perception of tourism policy in the sector of cultural tourism. The main aim is to explore whether there is a difference between regional affiliations of employees and employees’ perception of tourism policy in the sector of cultural tourism in Montenegro. The survey was conducted using the interviewing, and the main statistical procedures were factor analysis and multivariate analysis of variance. Research outcome is a significant difference between employees in the northern and the coastal region of Montenegro, in the employees’ perception of the importance of measures and activities of tourism policy in the sector of cultural tourism. However, that difference could not significantly influence tourism policymaking process and the quality of specific tourism policy, which is intended for development of cultural tourism in Montenegro. Most of the significant differences depend on measures and activities, which do not directly influence the growth and development of cultural tourism that way. The study is inspired by the Erasmus+ CULTURWB project.

Keywords: Regional affiliation of employees, measures and activities of tourism policy, cultural tourism, Montenegro.

DOI: 10.5937/turizam21-16718

Article info: 185-194

Received: November 2017 | Accepted: December 2017