Author:
Čuić Tanković Ana,Vitezić Vanja,Kraljić Valentina
Abstract
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.
Publisher
Varna University of Management
Subject
Tourism, Leisure and Hospitality Management,Geography, Planning and Development
Cited by
4 articles.
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