This paper aims to examine attitudes of hospitality and tourism students, as future professionals, towards willingness to implement service robots. The study proposes a new theoretical conceptual model that includes new constructs and items, differentiating it from the others. The model was formed based on the extensive literature review and the interview with an eight-member focus group (hotel managers and academic researchers). Data collection was performed in two stages, pilot research based on 82 respondents and the main study, with the final number of respondents being 236. The initial results of the exploratory factor analysis were further tested using the confirmatory factor analysis. After the exclusion of several items due to low factor loadings and in order to improve model validity, analyses further suggested a nine-dimensional solution with 45 items. The study findings reveal a positive relationship between seven constructs and students’ willingness to implement service robots, with the expected business outcome being the most influencing one. On the other hand, positive relation was not found for empathy and social influence constructs. Theoretical contributions and practical implications are discussed in the paper. In conclusion, study limitations and future research suggestions are provided.

This paper tends to identify managers' current innovation activities and attitudes, and also perceptions of what might become future trends and the prospective course in the restaurant industry. Additionally, this paper analyses linkage between sociodemographic profile of managers and a type of innovation they prefer/apply. Full service casual dining restaurant managers from three different countries were interviewed in order to examine their attitudes towards innovations, and to reveal their perceptions of future trends. ANOVA was used to reveal differences between managers' attitudes towards the area of innovation. The results of qualitative study highlight five areas of innovation that could help managers create value based service and increase competitiveness. It is found that age, education level and experience of the restaurant managers affect the innovation type they apply. Additionally, this paper is the first to examine the linkage between socio-demographic profile of restaurant managers and a type of innovation they apply. It offers useful guidelines for hospitality managers.

In terms of climate related security risks, the region of South-Eastern Europe (SEE) can be identified as one of the world’s hot spots. As weather-related hazards continue to increase in numbers and spatial distribution, risk perception in the tourism industry becomes even more important. Additionally, people’s perception of natural hazards is one of the key elements in their decision-making process when choosing a travel destination. Although a vast number of studies have examined aspects of risk perception, an integrated approach which considers both objective and subjective factors related to the tourism industry and hydro-meteorological hazards remains relatively scarce. This pioneering study inspects the causality between objective perceived risks, as well as subjective risk factors. A methodological approach and the obtained results present a certain novelty since the previous conceptualized Psychological Preparedness for Disaster Threat Scale (PPDTS) was applied for the first time in the tourism industry. The obtained results reveal the presence of a statistically significant relationship between objective risks and certain subjective risk factors (gender, age, education, prior experience, anticipation, and awareness). Therefore, this study may offer a conceptual platform for both theoretical and practical implications for enhanced approaches oriented toward more qualitative risk management at a given travel destination, in regions prone to hydro-meteorological hazards.

Verbal communication is the main form of personal interaction. This article presents evidence for the positive role of service staff’s verbalized hospitality on consumer behaviour. The principal aim of the study was to explore the effect of verbal attention on making additional purchases and tipping behaviour in three different countries (Sweden, England, and Serbia). Moreover, research investigated whether server gender, customer gender, and group size moderate the relationship between verbal attention, additional purchase, and tipping behaviour. For the purpose of the study, servers in casual dining restaurants either paid special verbal attention to group diners, or did not do so, before asking target questions. The results show that group diners in verbal attention conditions make additional purchases and leave tips more often. While group size moderates the relationship between verbal attention and additional purchase and tipping behaviour, such role was not confirmed in the case of server gender and customer gender. The theoretical and practical implications of verbal interaction between servers and customers are discussed, as well as differences in three analysed countries.

Tourism, as a branch of industry, has a major impact on the environment and local community. In addition to the positive, economic effects, the development of tourism carries many consequences to the environment and society. The attitudes of the local population towards the impact of tourism have long been the subject of many studies. This paper will discuss the problem of the attitude of the local population towards the development of tourism in Vrbas. Through the examination of the role and importance of the local community in the development of Vrbas as a tourism destination, this research will point out the current situation, the positive and negative impacts, as well as opportunities for improvement of tourism in Vrbas. A survey was conducted for the needs of examining the attitudes of the local population towards tourism development. A sample of 108 respondents was obtained. The results showed that the respondents have a positive attitude towards the development of tourism, but also that they are not aware of the negative consequences that tourism can bring. The entire data processing is supported by the software for statistical analysis and data processing - SPSS 23.0.

Management of a complex events such as hybrid ones, relies on understanding a modern market trends. The purpose of this study is to determine visitors' motives for attending a hybrid event, to identify clusters based on those motives, and to help organizers and exhibitors to meet visitors' expectations. Therefore, authors performed ANOVA analysis, factor analysis and hierarchical cluster analysis. The findings clearly indicate elements of trade fairs and consumer exhibitions integrated in hybrid event and therefore, some of the main motives for visiting those two types of events are also present among hybrid event visitors. However, hybrid event tends to be more than just place for business meetings. It is also a venue for education and leisure time activities. Moreover, event organizers and exhibitors need to pay more attention on their strategic approach to managing their event activities. The paper suggests that hybrid event organizers should focus on establishing dialogue with both exhibitors and visitors.