Purpose – The first purpose of this study was to identify some key attributes of foreign patients’ satisfaction and dissatisfaction with dental care services provided by selected dental clinic located in Zagreb. The second purpose was to provide dental clinics managers with valuable insights on how to increase the level of their patients’ satisfaction and sales volume. Design – This study was designed as an exploratory case study primarily because dental tourism is, in general, a relatively new phenomenon that needs to be further investigated, from various aspects and in different environments (destinations). Other two reasons were the distinct lack of academic research on dental tourism, and relatively small size of our sample. Methodology – A self-completion questionnaire was completed by 253 foreign patients after they have completed their dental care treatment in the selected dental clinic. An impact-asymmetry analysis and impact-range performance analysis were employed to identify key aspects of dental care service delivery improvement. Approach – The focus of this research was on foreign patients’ expressions regarding their satisfaction and dissatisfaction with various aspects of dental care arrangement provided by the selected dental clinic. Findings – This research has revealed that dental tourists’ satisfaction or dissatisfaction is mostly determined by the quality of product/services and the staff professionalism and competence. In contrast, price of the service, appointment schedule, and information availability are attributes that have relatively weak influence on patient satisfaction with dental care service delivery. Originality of the research – Considering the fact that the overall research on dental tourism is relatively scarce, this research have both, scientific and practical values, especially for dental clinics and tourism destination stakeholders in order to deliver dental care services to the international demand more efficiently
Although the importance of tourism for the
SUMMARyDuring the past two decades, human suffering, disaster, tragedy and untimely death have become standard components of dark tourism products. The increasing popularity of places being marked as memorial sites has turned death-and tragedyrelated monuments and events into a commodity that can be sold and bought in the market. A growing body of literature reveals a strong relationship between travel, collective remembrance and the commodification of death wrapped into a tourist attraction that provides various death-related tourist experiences. yet, development of memorial tourism within the framework of dark tourism raises many questions regarding the ethics and epistemology of the commodification of empathy related to mass human tragedies occurred in the past. Besides analyzing the characteristics and success of internationally recognized memorial sites, this paper deals with a comparative analysis of the three most popular memorial sites in Croatia: 1) Jasenovac used as Second World War concentration camp, 2) Goli otok (Naked island) that served UDK: 338.48:341.485>(497.5) Pregledni rad/Review article 49
Purpose – The main purpose of this research was to analyze the position of vocational education in Croatia from the perspective of tourism high school teaching staff. The main objective was to propose state regulations to limit the access of non-professionals to specialized jobs in tourism, and to enhance the status of tourism vocational education. Methodology – Desk research was focused on the analysis of available body of knowledge related to tourism employment and tourism education. A structured questionnaire was used to collect primary data. The research sample included 104 tourism high school vocational teachers in Croatia. Descriptive statistics were used for data evaluation. Findings – Although Croatia heavily relies on the economic benefits from tourism, its performance is often diminished due to a labor market mismatch in terms of specialization, knowledge and skills. This research determined that Croatia has a well-established and prospective high school education system for tourism, but lacks of image among employers and young generations. The state market regulation of tourism employment and the improvement of 'dual education system' of tourism education were strongly supported by respondents. Contribution – The theoretical contribution of this research is to determine long-term gaps in matching tourism education outcomes and tourism employment practices. Empirical contribution is derived from the analysis of attitudes and perception of tourism high school teaching staff on how to improve tourism education and employment practice. Practical contribution is in providing empirically proved policy recommendations, while social contribution can be recognized in promoting tourism vocational education and professionalism to young generations.
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