The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane? | Croatian Digital Theses Repository

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undergraduate thesis

The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?

Dubrovnik: RIT Croatia, 2020. urn:nbn:hr:229:403341

Ljubišić, Petra

RIT Croatia

Cite this document

APA 6th Edition

Ljubišić, P. (2020). The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane? (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:403341

MLA 8th Edition

Ljubišić, Petra. "The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?." Undergraduate thesis, RIT Croatia, 2020. https://urn.nsk.hr/urn:nbn:hr:229:403341

Chicago 17th Edition

Ljubišić, Petra. "The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?." Undergraduate thesis, RIT Croatia, 2020. https://urn.nsk.hr/urn:nbn:hr:229:403341

Harvard

Ljubišić, P. (2020). 'The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?', Undergraduate thesis, RIT Croatia, accessed 21 September 2024, https://urn.nsk.hr/urn:nbn:hr:229:403341

Vancouver

Ljubišić P. The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane? [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2020 [cited 2024 September 21] Available at: https://urn.nsk.hr/urn:nbn:hr:229:403341

IEEE

P. Ljubišić, "The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?", Undergraduate thesis, RIT Croatia, Dubrovnik, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:229:403341

Cite this item: https://urn.nsk.hr/urn:nbn:hr:229:403341

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Metadata

Title	The Importance of Empathy in the Selection of Frontline Staff in 4 and 5-Star Hotels in the City of Dubrovnik – Are We Human and Humane?
Author	Petra Ljubišić
Mentor	Milena Kužnin (mentor)
Granter	RIT Croatia Dubrovnik
Defense date and country	2020-04-24, Croatia
Scientific / art field, discipline and subdiscipline	SOCIAL SCIENCES Economics Trade and Tourism
Abstract	The purpose of this paper was to investigate the importance that hospitality employers assign to empathy when selecting people for frontline positions. This research was focused on the 4 and 5-star hotels in the city of Dubrovnik. A survey that consisted of several open-ended questions was distributed in an attempt to investigate the practices and attitudes these hotels have towards empathy as a characteristic of a frontline employee. The research showed that hotels find empathy important both as a service quality dimension and a characteristic of a frontline employee. The paper also revealed that there is a lack of soft skill training provided to frontline employees.
Keywords
Language	english
URN:NBN	urn:nbn:hr:229:403341
Study programme	Title: Service Management Study programme type: professional Study level: undergraduate Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resource	Text
File origin	Born digital
Access conditions	Open access
Terms of use
Repository	RIT Croatia Digital repository
Created on	2020-07-03 08:35:22