THE IMPORTANCEOF CULTURE AND HUMAN RESOURCE MANAGEMENT IN TOURISM
Abstract
Globalization as a basic characteristic of the modern environment carried out a significant impact on the profile of tourists, the products and services they are seeking. Thanks to new communication technologies their dependence on information increases. Information are required through the internet, received through the web site or via the forum, until their demands are moving towards more individual and especially suited offer. The possibility of choice is large, and they want to feel and experience new places and new cultures. This means offering authentic product/service but the way of its presentation and experience adapt to the culture from which the customer comes. Intercultural communication is gaining in importance here. However, this knowledge does not come by itself. Human resources in the tourism sector should be educated. Tourist workers must properly be chosen first and then they had to develop additional skills related to knowledge of foreign languages, communication skills, create awareness for the cultures foreign tourists come from, all in order to provide better quality products/services.
Downloads
References
Baum, T. & Szivas, E. (2007): HRD in tourism: a role for government? Tourism management, Elsevier.
Cvetkovska, Ocokoljić, V. & Cvetkovski, T.(2012): Mediji – alhemija društva prividnog preobražaja, Teme – časopis za društvene nauke XXXVI(4), urednik Vesna Miltojević, Univerzitet u Nišu, Niš, str. 1901-1912.
Cvetkovska, Ocokoljić, V., Cvetkovski, T. & Langović, Milićević, A. (2012): Medijsko (pod)sećanje i/ili zajedničarenje, tematski zbornik radova „Opasna sećanja i pomirenje: Kontekstualna promišljanja o religiji u post-konfliktnom društvu (ur. S. Sremac, Z. Grozdanov i N. Knežević). Rijeka: Ex-Libris, str. 309-327.
Cvetkovska, Ocokoljić, V., Đurić, Ž. & Cvetkovski, T.(2012): Podsećanje na krstaške ratove iz ugla vizantijskih i arapskih pisaca, tematski zbornik radova Demitologizacija religijskih narativa na Balkanu: uloga religije u (post) konfliktnom društvu i pomirenju, Centar za istraživanje religije, politike i društva (Novi Sad) i Protestantski teološki fakultet (Novi Sad), str. 191-209.
Cvetkovski, T., Langović Milićević, A. & Cvetkovska Ocokoljić, V. (2014): Problemi upravljanja turističkom ponudom Srbije, HiT menadžment (Menadžment u hotelijerstvu i turizmu), Fakultet za hotelijerstvo i turizam u Vrnjačkoj Banji, Univerzitet u Kragujevcu, Vol. 2, br. 2, str. 63-72.
Cvetkovski, T., Langović, Milićević, A. & Cvetkovska, Ocokoljić, V. (2016): Culture, communications and tourism product (Kultura, komunikacia a produkt cestovneho ruchu), zbornik z medzinárodnej konferencie študentov, doktorandov a vedeckych pracovnikov, Príčiny a riešenia cestovného [ne]ruchu, Nitra, str. 27-40.
How to welcome Chinese tourists, http://bit.fieramilano.it/en/how-welcome-chinese-tourists (29.04.2015.)
Jones E., Haven-Tang C.(2005): Tourism SMEs, Service, Quality and Destination Competitiveness, Cabi Publishing, London.
Jovanović, Božinov, M., Kulić Ž. & Cvetkovski, T. (2008): Osnovi upravljanja ljudskim resursima, Megatrend univerzitet, Beograd.
Junggeburt, J.H.F. et al. (2004): Training and development under construction: Hospitality and the changing environment. Hotel school the Hague, Hague.
Langović, Milićević A., Cvetkovski, T. & Langović, Z. (2015): New Directions in Human Resource Management, part of the second volume of the monograph: Management of Entrepreneurship in a Knowledge Based Economy - The Issue of Knowledge and Intellectual Capital Management, Cracow University of Economics, Department of Organizational Behaviour, Cracow, pg. 183-191.
OECD 2000, Measuring the Role of Tourism in OECD Economies, The OECD manual on tourism satellite accounts and employment, https://www.oecd.org/cfe/tourism/2401928.pdf (20.03.2016.).
OECD 2009, The Impact of Culture on Tourism, http://www.mlit.go.jp/kankocho/naratourismstatisticsweek/statistical/pdf/2009_The_Impact.pdf (08.03.2016.).
Page S. & Connell J. (2006): Tourism: a modern synthesis, secound edition, Thomson Learning, London.
Reisinger, Y. (2009):Cross-Cultural Differences in Tourist Behavior, in Handbook of Tourist Bahavior: Theory and Practice, New York: Taylor and Francis Group (Routledge), pp. 237-257.
Statistical Office of The Republic of Serbia: Statistika ugostiteljstva i turizma, Broj 76 - god. LXVI, http://webrzs.stat.gov.rs/WebSite/
repository/documents/00/02/06/84/ut10032016.pdf (31.03.2016.).
The Statistics Portal - Statista, Leading countries in international tourism spending in 2014 (in billion U.S. dollars), http://www.statista.com/statistics/270625/top-5-nations-based-on-tourism-spending/ (04.04.2016.).
The Statistics Portal - Statista, Online Travel Booking, https://www.statista.com/outlook/262/100/online-travel-booking/worldwide# (03.04.2016.)
UNWTO World Tourism Barometer, Volume 14, March 2016, http://cf.cdn.unwto.org/sites/all/files/pdf/unwto_barom16_02_march_excerpt.pdf (19.04.2016.)
World Tourism Organization UNWTO, 21 million more international tourists in the first half of 2015, PR No.: PR15057, 10 Sep 15, http://media.unwto.org/press-release/2015-09-10/21-million-more-international-tourists-first-half-2015 (21.03.2016.).
World Travel & Tourism Council, Global Talent Trends and Issues for the Travel & Tourism Sector, January–2015, http://www.wttc.org/-/media/382bb1e90c374262bc951226a6618201.ashx (26.02.2016.).
Zeithaml V. & Bitner M. J. (2000): Services Marketing: Integrating Customer Focus across the Firm, 2nded., Irwin McGraw-Hill, New York.
