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Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees
U: 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. str. 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. i 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 (str. 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, str. 167-185. https://urn.nsk.hr/urn:nbn:hr:191:436692

Čuić Tanković, Ana, Jelena Kapeš i Valentina Kraljić. "Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees." U 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. Citirano 20.02.2025.. https://urn.nsk.hr/urn:nbn:hr:191:436692

Čuić Tanković, A., Kapeš, J. i 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, str. 167-185. Preuzeto s: https://urn.nsk.hr/urn:nbn:hr:191:436692 (Datum pristupa: 20.02.2025.)

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. Str. 167-185. [pristupljeno 20.02.2025.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:191:436692

A. Čuić Tanković, J. Kapeš i 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] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:191:436692 [Citirano: 20.02.2025.]

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Podaci o radu
Naslov (engleski)Importance of soft skills and communication skills in tourism: viewpoint from tourists and future tourism employees
AutorAna Čuić Tanković
AutorJelena Kapeš
AutorValentina Kraljić
Autorova ustanovaSveučilište u Rijeci
Fakultet za menadžment u turizmu i ugostiteljstvu
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Ekonomija
Sažetak (engleski)
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.
Jezikengleski
Vrsta publikacijeZnanstveni rad - Izvorni znanstveni rad
Status objaveObjavljen
Vrsta recenzijeRecenziran - međunarodna recenzija
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov zbornika6th International Scientific Conference on Tourism in Southern and Eastern Europe 2021 Conference Proceedings: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure
Brojčani podacistr. 167-185
p-ISSN1848-4050
DOIhttps://doi.org/10.20867/tosee.06.12
URN:NBNurn:nbn:hr:191:436692
Datum objave publikacije2021-12
ProjektŠifra: ZIP-UNIRI-116-4-19
Naziv (hrvatski): Komunikacijske vještine turističkih djelatnika: samoprocjena, meke vještine, samopoštovanje i poduzetničke namjere
Naziv (engleski): Communication Skills of Tourism Employees: Self-Evaluation, Soft Skills, Self-Esteem and Entrepreneurship Intention
Voditelj: Ana Čuić Tanković
Pravna nadležnost: Hrvatska
Financijer: Sveučilište u Rijeci
SkupNaziv: 6th International Scientific Conference ToSEE - Tourism in Southern and Eastern Europe 2021: ToSEE – Smart, Experience, Excellence & ToFEEL – Feelings, Excitement, Education, Leisure (ToSEE 2021)
Kratica: ToSEE
Lokacija: Opatija, Hrvatska
Organizator: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci
Datum početka: 2021-06-30
Datum završetka: 2021-07-02
Vrsta izlaganja: Predavanje
URL dokumentahttps://tosee.fthm.hr/images/proceedings/2021/12-_ID_31_Tosee-_Cuic
Vrsta resursaTekst
IzdavačUniversity of Rijeka, Faculty of Tourism and Hospitality Management
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2025-02-10 12:41:52