The Impact of Dysfunctional Guest Behavior on Hotel Business Efficiency: A Case Study of the Republic of Serbia

Izdanje: Sitcon 2023 Managing The Future By Learning From The Past – Contemporary Trends In Tourism & Hospitality

DOI: 10.15308/Sitcon-2023-29-36

Oblast: Conference Paper

Stranice: 29-36

Apstrakt:
Тhis research investigates the influence of dysfunctional guest behaviour on the operational efficiency of hotels, with a specific focus on the Republic of Serbia. Dysfunctional guest behaviour refers to disruptive actions and conduct exhibited by guests during their stay, which can adversely affect hotel staff, other guests, and the overall hotel experience. This case study explores various forms of dysfunctional behaviour and its implications for hotel operations and profitability. By analyzing data from hotels in the Republic of Serbia, this study aims to provide valuable insights and practical recommendations for managing and mitigating the effects of such behaviour to enhance business efficiency and guest satisfaction. The results show that verbal aggression, Illegitimate complaints and behaviour causing material and immaterial damages to hotels have a negative impact on the efficiency of hotel operations in the Republic of Serbia.
Ključne reči: dysfunctional behavior, hotel business efficiency, verbal aggression, illegitimate complaints, material and immaterial damages
Priložene datoteke:
Kategorije objave: Radovi na konferenciji SITCON 2023, Beograd, Srbija Radovi sa konferencija

Preuzimanje citata:

BibTeX format 
@article{article,
  author  = {�. Makuljević and M. Knežević}, 
  title   = {The Impact of Dysfunctional Guest Behavior on Hotel Business Efficiency: A Case Study of the Republic of Serbia},
  journal = {Sitcon 2023 Managing The Future By Learning From The Past – Contemporary Trends In Tourism & Hospitality},
  year    = 2024,
  pages   = {29-36},
  doi     = {10.15308/Sitcon-2023-29-36}
}
RefWorks Tagged format 
RT Conference Proceedings
A1 Đorđe Makuljević
A1 Miroslav Knežević
T1 The Impact of Dysfunctional Guest Behavior on Hotel Business Efficiency: A Case Study of the Republic of Serbia
AD Univerzitet Singidunum, Beograd, Beograd, Srbija
YR 2024
NO doi: 10.15308/Sitcon-2023-29-36
Unapred formatirani prikaz citata
. Makuljević and M. Knežević, The Impact of Dysfunctional Guest Behavior on Hotel Business Efficiency: A Case Study of the Republic of Serbia, Univerzitet Singidunum, Beograd, 2024, doi:10.15308/Sitcon-2023-29-36