Employee communication and soft skills influencing tourists’ satisfaction

Autor:	Čuić Tanković, Ana, Vitezić, Vanja, Kraljić, Valentina
Rok vydání:	2023
Předmět:	Tourism Leisure and Hospitality Management employee skills communication skills soft skills satisfaction Geography Planning and Development
Zdroj:	European Journal of Tourism Research. 34:3410
ISSN:	1314-0817 1994-7658
DOI:	10.54055/ejtr.v34i.2967
Popis:	This paper seeks to study tourists’ perceptions of the effect of the communication skills of tourism service providers on soft skills and on satisfaction with the rendered service. Primary data were collected using a structured questionnaire, while the quantitative analysis uses the PLS-SEM method. The results show that communication skills have a positive and significant influence on soft skills. Customer satisfaction is positively impacted by both communication skills and soft skills. The paper offers support to the career development and exploitation of tourism professionals, relying on their developed and improved soft and communication skills.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::849324e11f24e81e0d4ce7b70a8d0ba1 https://doi.org/10.54055/ejtr.v34i.2967 Zobrazit plný text záznamu