Tehnika-Kvalitet, standardizacija i metrologija, 2008
Human resources are an important component of product and service quality especially in the field... more Human resources are an important component of product and service quality especially in the field of service industries. In that context, the tourism and especially the hotel industry occupies a very special place, as their services are both diverse and specific in the sense ...
Human resources are an important component of product and service quality especially in the field... more Human resources are an important component of product and service quality especially in the field of service industries. In that context, the tourism and especially the hotel industry occupies a very special place, as their services are both diverse and specific in the sense ...
Tourism International Scientific Conference Vrnjačka Banja - TISC, May 31, 2018
The paper deals with the definition and perception of the basic features of the hotel product. It... more The paper deals with the definition and perception of the basic features of the hotel product. It starts from its complexity, heterogeneity and intangible nature. The digital age necessarily imposes the transformation of the hotel product by using smart technologies that change its material elements. The paper points to examples of digitalization of some components of the hotel product. It is shown that digitization inevitably diminishes the need for the direct contact between hotel staff and guests. In this context, we want to answer the question of whether the hotel product will partially lose the service dimension that implies the exchange of emotions among people. In conclusion, the importance of finding an optimal relationship between individualization and digitization of the hotel product is emphasized.
European professional associations such as HOTREC (Hotels, Restaurants & Cafés in Europe) are eng... more European professional associations such as HOTREC (Hotels, Restaurants & Cafés in Europe) are engaged in establishing quality standards for hospitality facilities and in assessment of their applicability in European countries. Tourism is one of the leading industries in Europe and in the rest of the world. Its future development is conditioned by adequate market profiling and positioning of the national tourist product. However, the premise of the international competitiveness of the national tourist product is to establish the required quality standards of its material basis, namely hotel product. Categorization is the process of ranking hotels according to quality. Category is verified rank of quality and it guarantees the fulfillment of certain standards. In European countries we can observe significant differences in categorization criteria and standards of the hotel. This leads to a mismatch of national hotel products quality, which reflects negatively on the relationship betwe...
Kitsch and camp are phenomena that are deeply involved in contemporary everyday life. Understandi... more Kitsch and camp are phenomena that are deeply involved in contemporary everyday life. Understanding these phenomena requires multidisciplinary research in the fields of art, sociology, culture, psychology, and management, that is, market economy, in which tourism is placed as an economic activity, and so is hotel industry, as its material basis. Kitsch in tourism is mostly prominent in hotel management, especially in the field of interior design. There are certain types of hotels such as themed, boutique, design, HIP, "lifestyle." Those are establishments that are different and to whose ambience special attention is paid. They are attractive, attracting specific market segments. They were created because their creators recognized the lifestyle and consumer behavior of individual user groups belonging to specific cultures and subcultures. Understanding and accepting the ambience of these hotels, in accordance with their "magnetism" for specific guests, inevitably ...
The paper deals with the specifics of quality in tourism and hospitality. Primary characteristics... more The paper deals with the specifics of quality in tourism and hospitality. Primary characteristics of quality are based on the specific service in tourism and hospitality. This service is complex and heterogeneous. Consumption of this service is a process that is repeated. Deliverers and customers actively participate in the process of tourist and hotel services consumption. All this makes the quality in tourism and hospitality complex category. This paper points to problems of consistency of quality. The paper highlights the importance of hotel industry for the quality of tourist destination product. It also highlights the quality as market and measurable category. It is indicated that employees are the key factor of quality in tourism and hospitality. Special importance is given to the competence of employees and the relationship between the satisfaction of employees and the satisfaction of tourists.
The accelerated globalization era in which we live today leads to increased mixing of foreigners ... more The accelerated globalization era in which we live today leads to increased mixing of foreigners of different races, ideologies, classes, religions, ethnicities and cultures, to which tourism makes a great contribution. In this paper, the entire phenomenon of international tourism is conceived as a global network of complex “face-to-face” interactions between foreigners and foreigners, and as the pursuit of the foreign (exoticism). This results in a more intense interpersonal and intercultural communication between foreigners of different categories and intensities of the foreign, which produces a wide range of mutual reactions that range from xenophilia to xenophobia. With this in mind, some fundamental xenological aspects of international tourism are in the focus of research, such as: foreigners (strangers), the foreign, a foreigner as an ontological antithesis and a negation of the self, a foreigner as a complement of ontological self-insufficiency, the foreign in ourselves selfa...
Proceedings of the 4th International Scientific Conference - SITCON 2018, 2018
Postoje različiti načini zadovoljavanja kulturne komponente turističke potrebe. Oni su uslovljeni... more Postoje različiti načini zadovoljavanja kulturne komponente turističke potrebe. Oni su uslovljeni bogatstvom i raznovrsnošću kulturnog nasleđa. Danas se kulturni turizam povezuje sa doživljajem korisnika. Različita kulturna dobra su istovremeno i turističke atrakcije koje uslovljavaju određena iskustva, odonsno doživljaje. Ovaj rad se bavi nematerijalnim kulturnim nasleđem koje postaje sve značajnija komponenta kulturnog turizma. Razmatra se odnos između kulture, tradicije i turizma. Čini se osvrt na tradiciju koja postaje sve atraktivnija osobina kulturnih dobara. U fokusu rada su tradicionalne svetkovine Srbije koje se tretiraju kao specifične socio-kulturne i etničke manifestacije. Navodi se primer srpskih slava koje kao tradicionalne svetkovine imaju potencijal da postanu aktivna komponenta kulturnog turizma. Pri tome se ukazuje na izlaženje iz uskih porodičnih okvira srpske slave kao tradicionalne svetkovine. Slava više nije isključivo porodična svetkovina, već i svetkovina mesta, grada profesije. Ovakav iskorak ostavlja prostor za valorizaciju ove vrste svetkovine u turizmu., čime bi se obogatila atraktivna osnova kulturnog turizma Srbije i stvorili uslovi za šire tržišno pozicioniranje kulturnog turističkog proizvoda, kako u domaćim, tako i u međunarodnim okvirima.
The practice of modern hotel industry introduced to professional community the term "lifestyle" h... more The practice of modern hotel industry introduced to professional community the term "lifestyle" hotel. The paper deals with the essential meaning of this term. This raises the question of the difference between the lifestyle and boutique hotels which are in practice often identified. The paper aims to resolve the basic dilemma -whether lifestyle hotel can be treated as a special type of hotel, or all types of hotels under certain conditions can fit into a group called "lifestyle". Closer defining of the term "lifestyle" is a starting point for further discussion. This paper makes an attempt to overcome the uncritical use of the term "lifestyle" in tourism and hospi-tality practice. Providing a clearer definition is necessary to establish standards for the typology of lifestyle hotels. These standards are primarily based on the criteria of market segmentation. Among them, psychographic criteria occupy a special place. To make lifestyle hotel more than a promotional slogan, it is necessary to confirm its market position. This means identifying specific target groups differentiated according to the main features of the lifestyle.
With transportation, hotel industry eco-efficiency forms the basis of the eco-efficiency in touri... more With transportation, hotel industry eco-efficiency forms the basis of the eco-efficiency in tourism operations. Although the tourism industry is a huge consumer, very few studies has been published on energy saving and renewables in terms of stakeholders' attitudes on the topic. One of the ultimate goals of sustainable development is to foster responsible environmental behaviour not only for tourism operators, but also for tourists themselves. This paper represents the results of qualitative and quantitative research that was conducted in 59 accommodation facilities in rural areas of Vojvodina. The main task of the research was to explore possibilities of improving the environmental aspects of environmental responsible consumer behaviour in the hospitality industry. The aim of the research is to improve the tourism and hospitality market participants understanding of the relationship between positive consumer environmental protection attitude and responsibility with business standards in hospitality industry in rural areas. The research findings show the nature of such relationships.
Proceedings of the Singidunum International Tourism Conference - Sitcon 2016, 2016
The initial assumption of successful business of the hotel company is orientation towards quality... more The initial assumption of successful business of the hotel company is orientation towards quality. The quality of a hotel product is a market category that can and should be measured. This requires identification of key performance indicators of hotel companies and ways of their measurement. The aim of this paper is to highlight the importance of performance for the quality management system, especially in the light of the new standards ISO 9001 from 2015, as well as to illustrate the performance measurement methods in the hotel industry. The heterogeneity of the hotel product imposes a flexible approach to determining the key performance indicators. Therefore, their specifics will be shown herein. It also highlights the problem of performance measurement and for this purpose, introduces and explains the notion of comparative value, which represents the projected standard, established on the basis of the expected quality. Thus, in the context of observation and measurement of the key performance indicators, quality in hotel industry is considered a dynamic and measurable category.
Proceedings of the Singidunum International Tourism Conference - Sitcon 2015, 2015
Polazeći od suštinskog značenja kvaliteta uopšte, a posebno u hotelijerstvu, u radu se reputacija... more Polazeći od suštinskog značenja kvaliteta uopšte, a posebno u hotelijerstvu, u radu se reputacija tretira kao ključna komponenta kvaliteta hotelskog proizvoda. Upravljanju reputacijom pristupa se kao procesu neodvojivom od procesa upravljanja kvalitetom. Kvalitet je dinamična i promenljiva kategorija koja se može i mora meriti. U okviru metodologije i instrumenata merenja, odnosno ocene i kontrole kvaliteta, pojavljuje se reputacija kao nezaobilazan pokazatelj. Radi se pre svega o onlajn reputaciji koja sve više dobija na značaju. Međutim, u domaćoj hotelijerskoj teoriji i praksi još uvek se nedovoljno pažnje posvećuje upravljanju reputacijom. Zbog toga ovaj rad predstavlja pokušaj da se ukaže na značaj reputacije za kompleksnu ocenu kvaliteta hotelskog proizvoda. To istovremeno podrazumeva značajan iskorak u prevazilaženju tradicionalnog pristupa kvalitetu, u pravcu stalnog praćenja uticaja faktora od ključnog značaja za reputaciju, identifikovanja promena, planiranja, organizovanja, vođenja i kontrolisanja efekata aktivnosti preduzetih u cilju poboljšanja reputacije hotelskih objekata, što u krajnjoj liniji znači poboljšanje kvaliteta.
The practice of modern hotel industry introduced to professional community the term "lifestyle" h... more The practice of modern hotel industry introduced to professional community the term "lifestyle" hotel. The paper deals with the essential meaning of this term. This raises the question of the difference between the lifestyle and boutique hotels which are in practice often identified. The paper aims to resolve the basic dilemma -whether lifestyle hotel can be treated as a special type of hotel, or all types of hotels under certain conditions can fit into a group called "lifestyle". Closer defining of the term "lifestyle" is a starting point for further discussion. This paper makes an attempt to overcome the uncritical use of the term "lifestyle" in tourism and hospi-tality practice. Providing a clearer definition is necessary to establish standards for the typology of lifestyle hotels. These standards are primarily based on the criteria of market segmentation. Among them, psychographic criteria occupy a special place. To make lifestyle hotel more than a promotional slogan, it is necessary to confirm its market position. This means identifying specific target groups differentiated according to the main features of the lifestyle.
Tehnika-Kvalitet, standardizacija i metrologija, 2008
Human resources are an important component of product and service quality especially in the field... more Human resources are an important component of product and service quality especially in the field of service industries. In that context, the tourism and especially the hotel industry occupies a very special place, as their services are both diverse and specific in the sense ...
Human resources are an important component of product and service quality especially in the field... more Human resources are an important component of product and service quality especially in the field of service industries. In that context, the tourism and especially the hotel industry occupies a very special place, as their services are both diverse and specific in the sense ...
Tourism International Scientific Conference Vrnjačka Banja - TISC, May 31, 2018
The paper deals with the definition and perception of the basic features of the hotel product. It... more The paper deals with the definition and perception of the basic features of the hotel product. It starts from its complexity, heterogeneity and intangible nature. The digital age necessarily imposes the transformation of the hotel product by using smart technologies that change its material elements. The paper points to examples of digitalization of some components of the hotel product. It is shown that digitization inevitably diminishes the need for the direct contact between hotel staff and guests. In this context, we want to answer the question of whether the hotel product will partially lose the service dimension that implies the exchange of emotions among people. In conclusion, the importance of finding an optimal relationship between individualization and digitization of the hotel product is emphasized.
European professional associations such as HOTREC (Hotels, Restaurants & Cafés in Europe) are eng... more European professional associations such as HOTREC (Hotels, Restaurants & Cafés in Europe) are engaged in establishing quality standards for hospitality facilities and in assessment of their applicability in European countries. Tourism is one of the leading industries in Europe and in the rest of the world. Its future development is conditioned by adequate market profiling and positioning of the national tourist product. However, the premise of the international competitiveness of the national tourist product is to establish the required quality standards of its material basis, namely hotel product. Categorization is the process of ranking hotels according to quality. Category is verified rank of quality and it guarantees the fulfillment of certain standards. In European countries we can observe significant differences in categorization criteria and standards of the hotel. This leads to a mismatch of national hotel products quality, which reflects negatively on the relationship betwe...
Kitsch and camp are phenomena that are deeply involved in contemporary everyday life. Understandi... more Kitsch and camp are phenomena that are deeply involved in contemporary everyday life. Understanding these phenomena requires multidisciplinary research in the fields of art, sociology, culture, psychology, and management, that is, market economy, in which tourism is placed as an economic activity, and so is hotel industry, as its material basis. Kitsch in tourism is mostly prominent in hotel management, especially in the field of interior design. There are certain types of hotels such as themed, boutique, design, HIP, "lifestyle." Those are establishments that are different and to whose ambience special attention is paid. They are attractive, attracting specific market segments. They were created because their creators recognized the lifestyle and consumer behavior of individual user groups belonging to specific cultures and subcultures. Understanding and accepting the ambience of these hotels, in accordance with their "magnetism" for specific guests, inevitably ...
The paper deals with the specifics of quality in tourism and hospitality. Primary characteristics... more The paper deals with the specifics of quality in tourism and hospitality. Primary characteristics of quality are based on the specific service in tourism and hospitality. This service is complex and heterogeneous. Consumption of this service is a process that is repeated. Deliverers and customers actively participate in the process of tourist and hotel services consumption. All this makes the quality in tourism and hospitality complex category. This paper points to problems of consistency of quality. The paper highlights the importance of hotel industry for the quality of tourist destination product. It also highlights the quality as market and measurable category. It is indicated that employees are the key factor of quality in tourism and hospitality. Special importance is given to the competence of employees and the relationship between the satisfaction of employees and the satisfaction of tourists.
The accelerated globalization era in which we live today leads to increased mixing of foreigners ... more The accelerated globalization era in which we live today leads to increased mixing of foreigners of different races, ideologies, classes, religions, ethnicities and cultures, to which tourism makes a great contribution. In this paper, the entire phenomenon of international tourism is conceived as a global network of complex “face-to-face” interactions between foreigners and foreigners, and as the pursuit of the foreign (exoticism). This results in a more intense interpersonal and intercultural communication between foreigners of different categories and intensities of the foreign, which produces a wide range of mutual reactions that range from xenophilia to xenophobia. With this in mind, some fundamental xenological aspects of international tourism are in the focus of research, such as: foreigners (strangers), the foreign, a foreigner as an ontological antithesis and a negation of the self, a foreigner as a complement of ontological self-insufficiency, the foreign in ourselves selfa...
Proceedings of the 4th International Scientific Conference - SITCON 2018, 2018
Postoje različiti načini zadovoljavanja kulturne komponente turističke potrebe. Oni su uslovljeni... more Postoje različiti načini zadovoljavanja kulturne komponente turističke potrebe. Oni su uslovljeni bogatstvom i raznovrsnošću kulturnog nasleđa. Danas se kulturni turizam povezuje sa doživljajem korisnika. Različita kulturna dobra su istovremeno i turističke atrakcije koje uslovljavaju određena iskustva, odonsno doživljaje. Ovaj rad se bavi nematerijalnim kulturnim nasleđem koje postaje sve značajnija komponenta kulturnog turizma. Razmatra se odnos između kulture, tradicije i turizma. Čini se osvrt na tradiciju koja postaje sve atraktivnija osobina kulturnih dobara. U fokusu rada su tradicionalne svetkovine Srbije koje se tretiraju kao specifične socio-kulturne i etničke manifestacije. Navodi se primer srpskih slava koje kao tradicionalne svetkovine imaju potencijal da postanu aktivna komponenta kulturnog turizma. Pri tome se ukazuje na izlaženje iz uskih porodičnih okvira srpske slave kao tradicionalne svetkovine. Slava više nije isključivo porodična svetkovina, već i svetkovina mesta, grada profesije. Ovakav iskorak ostavlja prostor za valorizaciju ove vrste svetkovine u turizmu., čime bi se obogatila atraktivna osnova kulturnog turizma Srbije i stvorili uslovi za šire tržišno pozicioniranje kulturnog turističkog proizvoda, kako u domaćim, tako i u međunarodnim okvirima.
The practice of modern hotel industry introduced to professional community the term "lifestyle" h... more The practice of modern hotel industry introduced to professional community the term "lifestyle" hotel. The paper deals with the essential meaning of this term. This raises the question of the difference between the lifestyle and boutique hotels which are in practice often identified. The paper aims to resolve the basic dilemma -whether lifestyle hotel can be treated as a special type of hotel, or all types of hotels under certain conditions can fit into a group called "lifestyle". Closer defining of the term "lifestyle" is a starting point for further discussion. This paper makes an attempt to overcome the uncritical use of the term "lifestyle" in tourism and hospi-tality practice. Providing a clearer definition is necessary to establish standards for the typology of lifestyle hotels. These standards are primarily based on the criteria of market segmentation. Among them, psychographic criteria occupy a special place. To make lifestyle hotel more than a promotional slogan, it is necessary to confirm its market position. This means identifying specific target groups differentiated according to the main features of the lifestyle.
With transportation, hotel industry eco-efficiency forms the basis of the eco-efficiency in touri... more With transportation, hotel industry eco-efficiency forms the basis of the eco-efficiency in tourism operations. Although the tourism industry is a huge consumer, very few studies has been published on energy saving and renewables in terms of stakeholders' attitudes on the topic. One of the ultimate goals of sustainable development is to foster responsible environmental behaviour not only for tourism operators, but also for tourists themselves. This paper represents the results of qualitative and quantitative research that was conducted in 59 accommodation facilities in rural areas of Vojvodina. The main task of the research was to explore possibilities of improving the environmental aspects of environmental responsible consumer behaviour in the hospitality industry. The aim of the research is to improve the tourism and hospitality market participants understanding of the relationship between positive consumer environmental protection attitude and responsibility with business standards in hospitality industry in rural areas. The research findings show the nature of such relationships.
Proceedings of the Singidunum International Tourism Conference - Sitcon 2016, 2016
The initial assumption of successful business of the hotel company is orientation towards quality... more The initial assumption of successful business of the hotel company is orientation towards quality. The quality of a hotel product is a market category that can and should be measured. This requires identification of key performance indicators of hotel companies and ways of their measurement. The aim of this paper is to highlight the importance of performance for the quality management system, especially in the light of the new standards ISO 9001 from 2015, as well as to illustrate the performance measurement methods in the hotel industry. The heterogeneity of the hotel product imposes a flexible approach to determining the key performance indicators. Therefore, their specifics will be shown herein. It also highlights the problem of performance measurement and for this purpose, introduces and explains the notion of comparative value, which represents the projected standard, established on the basis of the expected quality. Thus, in the context of observation and measurement of the key performance indicators, quality in hotel industry is considered a dynamic and measurable category.
Proceedings of the Singidunum International Tourism Conference - Sitcon 2015, 2015
Polazeći od suštinskog značenja kvaliteta uopšte, a posebno u hotelijerstvu, u radu se reputacija... more Polazeći od suštinskog značenja kvaliteta uopšte, a posebno u hotelijerstvu, u radu se reputacija tretira kao ključna komponenta kvaliteta hotelskog proizvoda. Upravljanju reputacijom pristupa se kao procesu neodvojivom od procesa upravljanja kvalitetom. Kvalitet je dinamična i promenljiva kategorija koja se može i mora meriti. U okviru metodologije i instrumenata merenja, odnosno ocene i kontrole kvaliteta, pojavljuje se reputacija kao nezaobilazan pokazatelj. Radi se pre svega o onlajn reputaciji koja sve više dobija na značaju. Međutim, u domaćoj hotelijerskoj teoriji i praksi još uvek se nedovoljno pažnje posvećuje upravljanju reputacijom. Zbog toga ovaj rad predstavlja pokušaj da se ukaže na značaj reputacije za kompleksnu ocenu kvaliteta hotelskog proizvoda. To istovremeno podrazumeva značajan iskorak u prevazilaženju tradicionalnog pristupa kvalitetu, u pravcu stalnog praćenja uticaja faktora od ključnog značaja za reputaciju, identifikovanja promena, planiranja, organizovanja, vođenja i kontrolisanja efekata aktivnosti preduzetih u cilju poboljšanja reputacije hotelskih objekata, što u krajnjoj liniji znači poboljšanje kvaliteta.
The practice of modern hotel industry introduced to professional community the term "lifestyle" h... more The practice of modern hotel industry introduced to professional community the term "lifestyle" hotel. The paper deals with the essential meaning of this term. This raises the question of the difference between the lifestyle and boutique hotels which are in practice often identified. The paper aims to resolve the basic dilemma -whether lifestyle hotel can be treated as a special type of hotel, or all types of hotels under certain conditions can fit into a group called "lifestyle". Closer defining of the term "lifestyle" is a starting point for further discussion. This paper makes an attempt to overcome the uncritical use of the term "lifestyle" in tourism and hospi-tality practice. Providing a clearer definition is necessary to establish standards for the typology of lifestyle hotels. These standards are primarily based on the criteria of market segmentation. Among them, psychographic criteria occupy a special place. To make lifestyle hotel more than a promotional slogan, it is necessary to confirm its market position. This means identifying specific target groups differentiated according to the main features of the lifestyle.
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