Constant changes in the market and technological advancements condition swift outdating of knowledge and require staff that is open to changes, flexible, proactive, and adaptable. Human resources required by travel agencies must have the basic knowledge of economy, geography, catering, transportation, consumer psychology, and must know at least one additional foreign language. Considering the fact that quality of service in tourism mostly depends on the interaction of the service providers and guests, it is expected of the employees to always smile, be polite, U D C 3 3 8 . 4 8 : 3 7 ( 4 9 7 . 1 1 ) D O I : 1 0 . 5 9 3 7 / t i m s a c t 1 1 1 4 1 9 6 P R E G L E D N I Č L A N A K 2017. Fakultet za sport i turizam, Novi Sad, TIMS Acta 11, 133-142

The paper analyzes customer satisfaction of mobile operators' services in Serbia and the way propaganda influences the creation of value for customers. Mobile operators are trying to be different from their competition in the delivery of services, relevance, creativity, and so on. In this way they are trying to attract more users. The mobile industry is developing rapidly, and new products and services appear almost daily. To keep users up to date with any developments in this industry, mobile operators must try to give them all of the new information presented at the right time, in a way that will interest them. The paper examines the benefits offered by operators, from the price to the benefits in the form of various gifts and discounts. The work is complemented by a survey based on the study of ways that should lead to improvements in customer satisfaction of current operators in Serbia.

Research has shown that second language (L2) motivation plays a significant role in the language learning process. In addition, studies indicate that L2 anxiety has an important influence on both L2 motivation and L2 learning. In Croatia, few studies have focused on the relationship between L2 motivation and L2 anxiety in learning English among non- language university majors since the introduction of the Bologna process in 2005. Specifically, L2 motivation within Dornyei’s (2005) L2 Motivational Self System (L2MSS), causal attributions, as well as other variables with regard to L2 anxiety need to be examined. The major aim of this paper was to investigate the relationship between L2 motivation variables and L2 anxiety. The sample included 543 first year non-language majors from various fields of study. Data was gathered by means of a three-part questionnaire which was administered at the beginning of the academic year during regular English classes. Correlation analysis indicated that L2 anxiety was negatively correlated to a self-concept relating to ideal L2 self (an intrinsic type of L2 motivation), length of studying English, final English high school grades, intended effort, L2 interest, and the causal dimensions of stability and controllability. Conversely, L2 anxiety was positively correlated with gender, and a self-concept associated with ought-to L2 self and instrumentality-prevention (extrinsic types of L2 motivation). Multiple regression analysis showed that the following variables were significant predictors of L2 anxiety: ideal L2 self, gender, length of studying English, instrumentality-prevention, and ought-to L2 self. Follow-up qualitative analyses need to be carried out in order to provide a more precise explanation of these findings.

For the purpose of this research, we used a quality questionnaire related to quality, satisfaction and loyalty of students. The research was carried out a t he start and end of the academic year. This approach ascertained a gap with respect to quality, satisfaction and loyalty of students of eMPIRICA

Three butterfly species were recorded for the first time for the fauna of Bosnia and Herzegovina in the Herzegovina region: Danaus chrysippus, Cacyreus marshalli and Carcharodus orientalis. The records represent expansions to the known distribution, although the presence of all three species was expected as they are to be found in neighbouring countries. This is the third record that D. chrysippus has reached southern Croatia, and the first time it has been observed in Bosnia and Herzegovina. The record of the non-native C. marshalli fills the distributional gap, and the record of C. orientalis, a rare and local species in the region, represents an increase of the known distribution in the mainland of the western Adriatic coastline. In the future, additional records of rare and unrecorded species are expected in the country.