prikaz prve stranice dokumenta Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees
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Scientific paper - Original scientific paper
Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees
In: 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure. University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. pp. 167-185. https://doi.org/10.20867/tosee.06.12
Čuić Tanković, Ana; Kapeš, Jelena; Kraljić, Valentina

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Čuić Tanković, A., Kapeš, J. & Kraljić, V. (2021). Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees. 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure (pp. 167-185). University of Rijeka, Faculty of Tourism and Hospitality Management. doi: 10.20867/tosee.06.12

Čuić Tanković, Ana, et al. "Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees." 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure, University of Rijeka, Faculty of Tourism and Hospitality Management, 2021, pp. 167-185. https://urn.nsk.hr/urn:nbn:hr:191:436692

Čuić Tanković, Ana, Jelena Kapeš and Valentina Kraljić. "Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees." In 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure, 167-185. University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. Accessed 2025 February 20. https://urn.nsk.hr/urn:nbn:hr:191:436692

Čuić Tanković, A., Kapeš, J. and Kraljić, V. (2021) 'Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees', 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure, University of Rijeka, Faculty of Tourism and Hospitality Management, pp. 167-185. Available at: https://urn.nsk.hr/urn:nbn:hr:191:436692 (Accessed 20 February 2025)

Čuić Tanković A, Kapeš J, Kraljić V. Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees. 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure. University of Rijeka, Faculty of Tourism and Hospitality Management; 2021. Pp. 167-185. [cited 2025 February 20] Available at: https://urn.nsk.hr/urn:nbn:hr:191:436692

A. Čuić Tanković, J. Kapeš and V. Kraljić, "Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees", 6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. [Online] Available at: https://urn.nsk.hr/urn:nbn:hr:191:436692 [Accessed: 20 February 2025]

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Metadata
Title (english)Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees
AuthorAna Čuić Tanković
AuthorJelena Kapeš
AuthorValentina Kraljić
Author's institutionUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract (english)
Purpose – Besides possessing professional knowledge, tourism service providers need to have expressed communication skills and soft skills in order to offer a better tourism service. In this paper, the tourism employees' set of soft and communication skills is analysed and compared from two different points of view: tourists on the one hand and future tourism professionals, i.e., tourism students, on the other. Therefore, the main purpose of this study is to analyse the importance and differences in the perception of soft skills and communication skills in the tourism and hospitality sector from these two standpoints. Methodology – Two structured questionnaires were used to collect primary data: the first questionnaire aimed at examining the tourists' attitudes regarding the importance of soft and communication skills (N=431), and the second one, at analysing the importance of soft and communication skills from the perspective of future tourism professionals (N=404). The research results are presented using descriptive statistics, the t- test, and the Mann-Whitney U test. Findings – The results indicate that both groups are aware of the importance of communication and soft skills. The statistically significant differences between the tourist sample and the future tourism professional sample were found for all items of the Soft skills factor, with the exception of the items Demonstrating respect, Integrity, and Responsibility. Both samples show similarities with regard to all kinds of Communication skills. Statistically significant differences in the perception of all five Communication skills items from tourists' and future tourism professionals' perspectives were found. Contribution – The paper contributes to the theory by systematizing and analysing the literature and conceptualizing the soft skills and communication skills up to date. Its empirical contribution derives from the examination of data related to the tourist sample and the future tourism employee sample. This different point of view contributes to filling the research gap and opens new future research directions. By examining the most important soft skills and communication skills from these two perspectives, this study provides a practical implication for tourism educators and hospitality managers, revealing the communication skills and soft skills that require further development.
Languageenglish
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review - international
Publication versionPublished version
Publication title6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure
Numberingpp. 167-185
p-ISSN1848-4050
DOIhttps://doi.org/10.20867/tosee.06.12
URN:NBNurn:nbn:hr:191:436692
Publication2021-12
ProjectNumber: ZIP-UNIRI-116-4-19
Title (croatian): Komunikacijske vještine turističkih djelatnika: samoprocjena, meke vještine, samopoštovanje i poduzetničke namjere
Title (english): Communication Skills of Tourism Employees: Self-Evaluation, Soft Skills, Self-Esteem and Entrepreneurship Intention
Leader: Ana Čuić Tanković
Jurisdiction: Croatia
ConferenceTitle: 6th International Scientific Conference ToSEE - Tourism in Southern and Eastern Europe 2021: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure (ToSEE 2021)
Acronym: ToSEE
Location: Opatija, Croatia
Organizer: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci
Start date: 2021-06-30
End date: 2021-07-02
Assembly type: Lecture
Document URLhttps://tosee.fthm.hr/images/proceedings/2021/12-_ID_31_Tosee-_Cuic
Type of resourceText
PublisherUniversity of Rijeka, Faculty of Tourism and Hospitality Management
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2025-02-10 12:41:52