20.500.12556/DKUM-57713 RAVEN IN MOŽNOSTI RAZVOJA MEDKULTURNIH KOMPETENC OSEBJA V RECEPCIJAH SLOVENSKIH HOTELOV The Level and the Possibilities for Development of Intercultural Competences of Front Office Employees in Slovenian Hotels V panogi turizma in gostinstva je rast podjetij vedno bolj odvisna od uspešnosti medkulturnih interakcij med njihovimi zaposlenimi in kulturno raznolikimi obiskovalci. Glede na to, da so zaposleni v recepcijah hotelov prvi in včasih edini predstavniki podjetja, s katerimi gostje komunicirajo, je še posebej pomembno, da slednji razvijejo medkulturno kompetenco. Namen magistrskega dela je ugotoviti raven medkulturne kompetence in proučiti povezanost posameznih dimenzij medkulturne kompetence osebja v recepcijah slovenskih hotelov. V magistrskem delu oblikujemo tudi nabor možnosti razvoja medkulturne kompetence tega osebja. Naša empirična raziskava temelji na izbranem konceptualnem modelu medkulturne kompetence. Raziskali smo raven kognitivne, čustvene in vedenjske dimenzije medkulturne kompetence ter povezave med temi dimenzijami. Rezultati naše raziskave kažejo, da je raven kognitivne, čustvene in vedenjske dimenzije medkulturne kompetence zaposlenega osebja v recepcijah slovenskih hotelov visoka in da sta tako kognitivna kot tudi čustvena dimenzija pozitivno povezani z vedenjsko dimenzijo medkulturne kompetence. Magistrsko delo prispeva k empirični potrditvi izbranega konceptualnega modela medkulturne kompetence in k raziskavi odnosov med nekaterimi dimenzijami tega modela. Raziskava ozavešča tudi o pomenu medkulturne kompetentnosti v času intenzivnih mednarodnih družbenih ter poslovnih interakcij in sintetizira nabor potrebnih znanj ter sposobnosti, z namenom povečanja ravni medkulturne kompetence posameznikov. The growth of companies in the tourism and hospitality industry is becoming dependent on the successfulness of intercultural interactions between their employees and culturally diverse visitors. Since the front-office employees in hotels are the first and sometimes the only representatives of the company with whom guests interact, it is particularly important that they develop intercultural competence. The purpose of our research is to find out the level of intercultural competence and relationships between specific dimensions of intercultural competence of front-office employees in hotels in Slovenia and also to find the possibilities for developing intercultural competence by the front offices employees. Our empirical research is based on Reisinger's conceptual model of intercultural competence. We explored the levels of cognitive, emotional and behavioural dimensions of intercultural competence, and the relationships between these dimensions. The results of our study indicate that the levels of cognitive, emotional and behavioural dimension of intercultural competence of front-office employees in hotels in Slovenia are high and that both, the cognitive and the emotional dimension, are positively related to the behavioural dimension of intercultural competence. Our study contributes to the empirical validation of the particular conceptual model of intercultural competence and to the empirical research on the relationships between certain dimensions of intercultural competence. As regards practical and social contributions, the study raises awareness of the importance of being interculturally competent in the period of intense international social and business interactions and indicates the requisite skills and capabilities to increase the level of intercultural competence. medkulturna kompetenca turizem hotelirstvo recepcija osebje recepcije Slovenija. intercultural competence tourism hotel industry front-office front-office employees Slovenia. true true false [V. Tanšek] Slovenski jezik Angleški jezik Magistrsko delo 2016-03-11 07:32:53 2016-05-30 14:18:15 2022-06-15 03:08:33 2019-07-11 10:15:33 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 316.72 12295708 URN:SI:UM:DK:ZI9TMOPX MAG_Tansek_Vesna_2016.pdf MAG_Tansek_Vesna_2016.pdf 1 5C5FB26EFA3B9FA88C3FE885D78810B5 63ddccd312d5c5020af8c7da88391727835ef054dff6ace23cd658b898c2068c fd85f35e-7c0b-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=87449 Ekonomsko-poslovna fakulteta 0 0 0