Digitalni repozitorij RIT Croatia

Završni, diplomski i specijalistički rad Otvoreni pristup

The Role of "The Customer is Always Right" Philosophy in Shaping Workplace Stress, Conflict, Commitment, and Employee Satisfaction

Alagić, Noor

2026-05-02

This study examines the impact of the "Customer is Always Right" (CIAR) philosophy on employee well-being within the hospitality industry, specifically focusing on how Customer Entitlement (CEI) shapes workplace stress, conflict, organizational commi…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: Customer Is Always Right (CIAR) Customer Entitlement (CEI) Work-Related Stress (WRS) Workplace Conflict (WRC) Affective Organizational Commitment (AOC) Job Satisfaction (JS)

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Between Exit and Presence: Hotel responses to Geopolitical Pressure

Andjelić, Mar

2026-05-02

This study examines how hotels respond strategically to geopolitical and political pressure, including international sanctions, armed conflict, terrorism and domestic political controversy. While existing hospitality crisis management literature prim…

RIT Croatia

Digitalni repozitorij RIT Croatia

geopolitical pressure hospitality governance crisis response hotel industry organizational strategy sanctions political risk.

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The Facade of the Smile: Investigating the Impact of Toxic Positivity on Hospitality Employees

Butić, Tita

2026-05-02

This study investigates the impact of toxic positivity on hospitality employees, specifically examining its relationship with emotional dissonance, work engagement, burnout, and intention to quit. While existing literature often defines toxic positiv…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: toxic positivity emotional dissonance work engagement burnout hospitality industry intention to quit

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Perceived Fairness of Dynamic Pricing in Food Delivery Apps

Carnevale, Mira

2026-05-02

This research examines how consumers perceive dynamic pricing in food delivery apps. This was done based on the analysis of knowledge of app dynamic pricing, specific app practices and knowledge of hotel and airline dynamic pricing. A survey of 161 p…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: Dynamic pricing revenue management food delivery apps perceived fairness

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Why personalization and privacy matter more than price?

Đuričković, Marija

2026-05-02

The concept of luxury hospitality is shifting from a price-based model toward one centered on personalized and meaningful guest experiences. While existing research primarily examines guest perceptions, limited attention has been given to how industr…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: luxury hospitality personalization privacy guest value brand positioning willingness to pay

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Safety and Perceived Risk in International Student Mobility.

Esposito, Estella Beatrice

2026-05-02

International student mobility has expanded significantly in recent decades, positioning safety and risk management as central concerns within global higher education. The purpose of this research was to investigate international students' perception…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: international student mobility perceived safety study abroad institutional support risk management

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The Expansion of Fast-Food Industry - Comparative Analysis of Service Quality in different neighborhoods of the City of Dubrovnik

Grgurević, Anastasija

2026-05-02

The fast-food industry has experienced a significant growth in recent years, particularly in tourism oriented destinations where customer expectations increased. This research examines service quality in Dubrovnik's fast-food industry through a compa…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: fast-food industry service quality SERVQUAL MODEL mystery shoppers customer satisfaction Dubrovnik operational efficiency SERVQUAL dimensions

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The Role of Interior Design in Communicating Cultural Authenticity and Sustainability in Luxury Boutique Hotels in Croatia

Gugić, Lea

2026-05-02

Interior design is one of the primary mechanisms through which luxury boutique hotels communicate identity, authenticity, and value to their guests. This study examines how interior design elements communicate cultural authenticity and sustainability…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: interior design boutique hotels cultural authenticity sustainability guest perception servicescape Croatia content analysis luxury hospitality

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Understanding the Importance of Housekeeping Department in Boosting the Reputation of Hotels

Menalo, Ivana

2026-05-02

This study examines the role of the housekeeping department in shaping hotel reputation, with a focus on the relationship between user-generated content (UGC) and internal operational factors. A mixed-method approach was employed, combining content a…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: housekeeping hotel reputation cleanliness user - generated content service quality

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When Values Meet Risk: Moral Courage and its Limits in Hospitality Work

Milatović, Filip

2026-05-02

This study examined Professional Moral Courage (PMC) among employees in three-, four-, and five-star hotels. Using Sekerka, Bagozzi, and Charnigo's PMC framework, the survey measured five dimensions: Moral Agency, Multiple Values, Endurance of Threat…

RIT Croatia

Digitalni repozitorij RIT Croatia

Keywords: Professional Moral Courage hospitality industry hotel employees Endurance of Threat ethical behavior.

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Digitalni repozitorij RIT Croatia

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