The Relationship Between Emotional Intelligence and Customer Orientation Among Front Line Hospitality Employees

In today’s hospitality landscape, emotional intelligence (EI) is appearing as a key driver of service excellence. This study explores the relationship between emotional intelligence and customer orientation among frontline hospitality employees, aiming to uncover how specific EI dimensions, self-awareness, self-regulation, self-motivation, social awareness, and social skills, affect an employee’s ability to prioritize guest needs and deliver personalized service. A structured survey was conducted with 152 participants who have worked in, or had exposure to the hospitality industry across Croatia, Serbia, and Montenegro, using validated measurement instruments. Results revealed that all five EI dimensions were significantly and positively correlated with customer orientation, with self-motivation and self-awareness showing the strongest links. Additionally, gender-based analysis indicated notable differences in how self-regulation and social skills influence customer orientation. These findings underscore the practical value of EI training and development in creating emotionally intelligent teams capable of enhancing guest satisfaction and workplace cohesion. By recognizing and nurturing EI throughout an employee’s career, hospitality leaders can build a more resilient and customer-centric workforce

Montenegro’s entrepreneurial activity; Connecting Structural Support and Entrepreneurial Action

This research examined whether Montenegro provides a supportive environment for small business startups by integrating Ajzen’s Theory of Planned Behavior (TPB) and the Global Entrepreneurship Monitor (GEM) framework. The study analyzed contextual factors—public policies, entrepreneurial education, and funding options—and individual-level motivations such as attitudes, social norms, and perceived behavioral control. A survey of 189 Montenegrin adults revealed a mismatch between high entrepreneurial intentions and low confidence in structural support. Personal attitudes and self-efficacy were strong predictors of entrepreneurial intent, while perceptions of government policy and education lagged behind. These findings suggest that although Montenegro's population is motivated to pursue entrepreneurship, systemic barriers and limited policy awareness hinder practical action. This study emphasizes the need for improved institutional communication and targeted educational initiatives to bridge the gap between motivation and execution

The Role of Croatia Airlines' In-Flight Magazine in Croatia's Destination Branding

In-flight magazines are not just for entertainment. They also help promote the country by showing its culture, nature, and tourist spots. This study explores how Croatia Airlines' in-flight magazine affects the way passengers see Croatia as a travel destination. The research looks at what kind of content passengers enjoy most, how they read the magazine, and whether they prefer print or digital versions. Surveys were collected from 103 travelers at Dubrovnik and Zagreb airports. The magazine helps create a positive image of Croatia and can influence travelers to explore more, return in the future, or recommend the country to others. This research shows that in-flight magazines can be a useful tool for destination branding

Workplace Whispers: Job-Related Gossip as Informal Feedback in the Hospitality Industry

This study explores work-related gossip in the hospitality industry as a potential form of informal feedback to management. As distinct from personal gossip, work-related gossip involves discussions about organizational decisions, scheduling, leadership, and coworker performance. This form of informal communication may arise when formal systems for employee voice are limited or ineffective. Drawing on research in organizational behavior, employee voice and silence, informal networks, and emotional labor, this study positions gossip as a meaningful indicator of employee sentiment and organizational health. Data was collected through a survey of 109 hospitality employees who answered questions about the frequency and tone of workplace gossip, common gossip topics, communication with management, fear of speaking up, and access to formal feedback systems. Findings show that gossip is most common in environments with high emotional demands, weak communication structures, and limited psychological safety. It is frequently negative in tone and linked to job dissatisfaction, yet some respondents also saw it as socially valuable. These results suggest that hospitality management should pay more attention to gossip as a form of feedback and consider how to respond constructively to what employees are saying informally

Luxury Travelers and Authentic Souvenirs: Understanding How High-End Guests Shop for Unique Memories

This research explores the connection between luxury travelers and authentic souvenirs in Montenegro, focusing on how meaningful, locally produced items shape guest experiences and destination identity. The study is based on survey responses from Montenegrin artists, artisans, and luxury hospitality professionals, offering insights from both creators and frontline tourism experts. Four key dimensions were analyzed: uniqueness, shopping experience, co-creation, and place identity. The findings show that authenticity, personalization, and storytelling are highly valued by luxury guests. However, the research also reveals challenges related to branding, visibility of local makers, and the practicality of purchasing and transporting larger souvenirs. The results highlight the importance of collaboration between artisans and the tourism sector, and suggest that strengthening storytelling and co-creation practices can enhance guest satisfaction and reinforce Montenegro’s destination branding

Dubrovnik Residents’ Perceptions & Attitudes on Cruise Tourism & Public Policy

Dubrovnik is one of most visited cruise ports in the Eastern Mediterranean. Development of cruise tourism in a destination brings positive and negative effects. Local authorities in Dubrovnik implemented a set of regulations and limitations directed at cruise tourism activities in order to establish sustainable and responsible destination management practices. This research investigated the residents’ perceptions on Dubrovnik Cruise Tourism and Public Policy in an online survey. The results indicated that the residents perceive cruise tourism positively in terms of destination promotion and economic contributions, but negatively in terms of traffic, overcrowding and water quality in the City. Despite acknowledging both positive and negative effects of cruise tourism, the residents are not aware of public policy that restricts cruise tourism activities. Some of the results also showed that residents remain neutral when asked about cruise tourism and public policy because the regulations are not clearly communicated. The effectiveness of the public policy was shown dissatisfactory and the results suggest that the public policy is not prioritized in daily practices

Insta-Engage: Exploring Social Media Tactics for Luxury Hotels in Croatia

This research explores the dynamics of social media marketing (SMM) strategies within the luxury hospitality industry in Croatia, with a focus on two distinct hotel chains, termed "Hotel Chain 1" and "Hotel Chain 2". It dives into the significance of social media and influencer marketing in modern marketing practices, particularly within luxury hotels industry. By using a methodology centered on the observation of official Instagram accounts, both qualitative and quantitative data were gathered to analyze posting patterns, content strategies, and audience engagement metrics. The findings reveal notable disparities between the two hotel chains, showcasing varying approaches to SMM. While "Hotel Chain 1" adopted a more conservative posting pattern with limited engagement, "Hotel Chain 2" demonstrated a more proactive strategy, resulting in higher audience engagement metrics. These differences underscore the importance of consistent and diverse content creation, as well as maintaining regular engagement with the audience. The study's insights contribute to a deeper understanding of effective social media marketing practices within the luxury hospitality sector, offering valuable implications for marketing professionals and researchers aiming to optimize brand visibility and engagement in the digital landscape

The Role of Private Accommodation in Transforming to High-end Tourism in Dubrovnik: Attractiveness of Renting and Selling Villas in Dubrovnik

The research is focused on examining the luxury private accommodation units in Dubrovnik, Croatia. Through the analysis of Dubrovnik rental and real estate market, especially focusing on high-end accommodation, the research aims to investigate the contribution of high-end accommodation to Dubrovnik9s aspiration to transition from mass to luxury tourism model. The study focuses on the financial attractiveness of renting and investing in luxury villas in the region. Despite past failed large-scale projects and constant challenges raised from the extensive mass tourism that Dubrovnik is experiencing, there is an increased demand for luxury properties. The research involves analyzing data obtained through OTA and Real estate online platforms, particularly connected to the night rates and listings available. Ultimately the financial attractiveness and viability is evaluated in relation to current market conditions and certain assumptions and limitations to the study. The methodology included gathering night rates from OTA platforms combined with real estate agencies listings and calculating the traditional financial performance metrics using the obtained data from the sources. At the end, eight high-end villas were examined from a financial attractiveness standpoint and only two villas, considering current market situation, stood out as financially attractive

KOTOR’S JOURNEY FROM MASS TO LUXURY

Kotor, Montenegro, aspires to transition from mass to luxury tourism to ensure sustainable economic and environmental futures while contending with the challenges of rising cruise tourism. This study investigates the strategies employed by local restaurant and apartment owners as they navigate these aspirations. Utilizing a quantitative approach, the research surveyed 23 business owners to understand their competitive strategies amidst ongoing shifts in tourism demand. Results reveal a diverse application of differentiation and cost strategies, reflecting the complexity of adapting to a luxury tourism model while maintaining economic viability. This study found that accommodation and restaurant entrepreneurs are not predominately embracing differentiation strategies, which halts Kotor’s transition to a luxury destination. Keywords: Luxury Tourism, Cruise Tourism, Sustainable Tourism, Porter's Competitive Strategies, Tourism Development, Kotor, Montenegr

Young Travelers' Opinions on Data Privacy in Hotel Stays: How Do Two Cannibals and a Vegan Vote on What to Have for Dinner?

The hospitality sector in today’s increasingly digital age is undergoing a big transformation in leveraging consumer data for the improvement of business operations and guest experiences. This study accounts for the attitudes and perceptions of the data privacy policies with regard to young travelers aged between 18 and 35. The paper uses both survey and literature review tools to determine that young guests are not aware of how their personal information is ultimately used. Despite existing legal frameworks such as the EU’s GDPR, this group wants more transparency and control over their personal data. The findings point out that young travelers are very concerned about the ethical dimensions of data gathering by a technology advanced industry, especially with “AI” and the market dominance of large hotel brands. The study therefore suggested that the industry should address those concerns by making privacy policies clearer, providing clearer optout choices, and ensuring ethical data treatment to continue gaining the trust of privacy-conscious consumers