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AmazonGlobal Ship Orders Internationally. This gave birth, at different times and in different forms to the school system. For the first time, people from outside the family participated in the education of the child, quickly creating a hierarchy between professor and student, professor and learner.

The first dictated his knowledge and his law; the second obeyed and learned. This learning model was based on an active approach: Vocational training was born: Before the book, teaching was not really uniform; the professors spoke of what they knew, in the way that seemed the most appropriate to them. The pupils received knowledge, sometimes erroneous, that they could not obtain anywhere else. The massive production of books put an end to this but it allowed the professors to transmit the most recent knowledge and the students to work at their own pace.

The standardization of education has accelerated. The challenge was then: Then came two great schools of thought in education: At the same time, the world has experienced three great technological and economic revolutions in two centuries: The third revolution began around , with the arrival of NBIC technologies Nanotechnologies, Biotechnologies, Information Technology and Cognitive Sciences that will change humanity.

Actually it is, more and more, a single science, whose parts are interdependent: The speed of evolution of our society and the uncertainty of its direction, have never been so high. Indeed, the progress of AI will transform the machine to develop the human intelligence, in other words the school whose function is to transmit the essential fundamental knowledge so that the individual can take his place in society and to be useful to it. The immense challenge that we must overcome is now our utility in a world that will soon be saturated with Artificial Intelligence.

In his latest book, Dr Laurent Alexandre, a specialist in technological revolutions and their challenges, explains how Artificial Intelligence will revolutionize education and teaching. According to him, what we currently need to do, is to review education and training, because if AI is the problem, it would also be the solution. In the light of these upheavals to come, the question is about the kind of educational system that should be provided to enable the men of tomorrow to confront AI on equal terms and to live harmoniously with it.

By breaking the uniformity of traditional education, new technologies will allow a maximum individualization of education. As Emmanuel Davidenkoff explained, the techniques that were invented centuries ago, for an elite, are being reactivated, at a lower cost, thanks to new technologies. Obviously, the university has not yet settled this old but false dichotomy between theory and practice, between knowledge and competence.

The Vatel group has long developed its teaching philosophy around the alternation between theoretical education and practical learning, thus combining knowledge and know-how or even better, the knowledge through know-how. In the very short term, it is the way of acquiring knowledge, which has been identical for centuries, who will have to adopt new technologies to gain efficiency and speed. Objectively, through the last century, nothing has really changed in a classroom, if not the color of the board black front, white today!

In order to transfer knowledge in the brains of our students, we have not found anything better than connecting a person who holds knowledge with who is lacking some, according to the principle of preceptorship, namely: Lue teaches molecular and cellular biology at Harvard. He practices what is called the Flipped Classroom. The lesson is learned at home or at the library, from documents, videos, case studies or specialized platforms, recommended or made available by the professor.

Alexandre Astier: Livres, bibliographie de l'auteur - Éditions Eyrolles

Classes are dedicated to the deepening, the exercises, the exchange, the resolution of the problems encountered by the students. In other words, Robert A. Lue believes that he can spend more time on concepts, which are the most exciting part of the course for his students. Released from classes, the professor can take care of the problems of each student, follow his progress and help him to understand. The Academy does not adopt technology for technology, but it consolidates achievements, provides quality education and humanizes the classroom. Generations are assigned mysterious letters to identify them: Born with computers and social networks, these generations have expectations in terms of learning and employment and schools will have to find the means to satisfy it.

Specifically, the younger generation stands out in two main categories, with Generation Y on one side and Generation Z on the other. While Ys seek to learn in a collaborative network, which is also found in their communication and problem solving skills, the Zs are more technology-oriented, with a focus oriented on face to face communication and problem solving in an entrepreneurial mode.

Clearly, what distinguishes these two categories is the fact that seniors have a fairly developed team spirit while the younger ones are more important as leaders.


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The next generation, born after , is the Alpha one. This generation will be able to join Vatel schools from Nourished with digital, this generation is born at the same time as the smartphone and the tablet. Their prosthetic link with friends, information or trade, is in hand and the knowledge is just a click away. Step by step, the teaching experience is reversed: Knowledge is an asset, a place for creation, imagination, intuition.

The Alpha generation is the beginning of a new time. Who has passed the evaluations of this course the fastest? What are the skills of each student? How does he learn? All this information will help improve the teaching materials and the knowledge of the learners. On the industry side, companies are increasingly using COOCs to teach their employees or their customers.

Inspired by this new pedagogical approach, Vatel can imagine creating its own COOC by soliciting its brightest professors and hotel partners, allowing access only to the Vatel students and, finally, validate their achievements in the titles and diplomas it issues.

This term refers to a mixed learning mode: The learner alternates between the two. For example, he can start a training or a distance learning course and then put it into practice with a training module in the presence of the trainer. It is actually a place where the educational contents are stored and easily accessible. The Learning Management System LMS is a web-based software system that implements online learning platforms where groups of learners can be created and managed.

These platforms typically include a communication system, access control and the administration of groups of learners. To be recruited and then perform well at work, technical skills only are no longer sufficient. Employees and managers must develop, human and relational qualities such as: To have a good oral expression, to know how to establish a contact with your interlocutors, to know how to write clear and structured communications.

It goes hand in hand with a sense of adaptability, an ability to quickly change what is needed. Be open to change, be able to review a judgment or an opinion. This is probably the most delicate soft skill, the most difficult to acquire. It may be innate, but it often requires a good knowledge of the environment in which one evolves. This creativity must always be linked to a visionary aspect.

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A huge, complex and exciting project whose nature is to change as society evolves, as neuroscience progresses and as technological advances. But we must not think that the new education systems will be able to reproduce itself identically over several decades because everything goes very fast, way too fast.

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We can start by saying that, contrarily to the fantasy conveyed with complacency by some professors and intellectuals, conservative by posture, by principle or by ignorance, the proponents of the digital have no intention to replace the man by the machine, nor of substituting screens for professors. On the other hand, they say that the machine fills some tasks faster and better than the man and that man would better delegate in order to consecrate his intelligence to something else, such as giving reasons to learn, instilling envy, help to project oneself into an individual and collective future, to build meaning.

All this comes from the human and the main motivation of students remains the ability of the professor to arouse the desire to learn. Vatel teaching philosophy must be rigorously preserved in the paradigm shift that the group will have to make in order to maintain one of the top positions in the world in the hotel education of tomorrow. The alternation between theoretical and practical training must be maintained for a long time, but it will have to integrate the evolution of technological research, neuroscience and the new expectations of young humans as well as the companies that will employ them.

The first strong idea is to optimize the harmonious development of technical skills and behavioral skills through the use of educational technological innovations in which present and future generations feel most comfortable and who allow a better individualization of teaching. The second strong idea is to appropriate the experience and know-how of the first international network of schools, high-level professors and professional partners.

Those, being for the most part, former students of our schools. The third idea is to build on already existing structures in the group such as the Academic Council and CirVath; structures that will need to be fleshed out as changes are implemented. The fifth idea, finally, involves assigning to each of the students enrolled in a Vatel program, in all the schools of the network, a personal and inalienable identity number ID. This unique number will give the student access to all the educational resources according to his year of study and will allow the monitoring of his individual performances during his whole schooling.

Regarding theoretical courses or learning of knowledge The first innovation in this area is the gradual introduction of the flipped classroom model which, it seems to us, is a simple, radical and easy-to-implement way to make courses more attractive while developing, for the student, a capacity for autonomy. Individually, out of school or in small groups, the student studies the part of the course set in advance by the professor, using educational resources available on the platform.

Then, the class is set with the presence of the professor whose objective will be to facilitate the discussion, without dominating it, and to make the necessary contributions on the points of the course badly understood by the students during their solo learning. The so-called masterly education is thus replaced by interactive teaching which involves the student in his own training and develops new behavioral skills.

Overall, the total number of hours in the reference system for teaching a particular subject would thus be divided between a number of hours of individual training and a number of hours of face-to-face training, without necessarily going beyond that. This new organization obviously involves a fairly large provision of educational resources related to Vatel standards.

These resources are available, initially, in French and English, and later in other foreign languages. A negotiation of MOOCs with the institutions that broadcast them will have to be done before they can be added on the platform.

The Academic Council suggested to members of the Vatel network faculty, the creation of COOC according to a theme, a sequencing and a precise format so that it fits the pedagogical progression pre-established in the reference systems. CirVath controls their manufacture and then transmits them to the Academic Council for testing, validation and reference before they are posted on the platform. It is quite conceivable that a COOC dealing with a given subject marketing.

Each course will be accompanied by extremely rich complementary resources with links to other courses, texts and videos of references… For an expert, the way of designing a COOC is now similar to the one that allowed people to shoot a movie at the beginning of the cinema, with a fixed camera and the reworking of the theater codes.

Therefore, there is in principle, nothing insurmountable. The Academic Council encourages all professors and research professors in the network to create thematic mini-courses in the form of tutorials, video sequences or software and in a format that does not exceed 15 to 20 minutes. All these mini-courses will be accompanied by exercises designed to validate learning outcomes and will only be posted on the platform once validated and referenced. But for these educational resources to be a real success, for students and professors alike, alternative evaluation models will have to be combined.

Nowadays software can massively correct both online work eg Coursera, Udacity, edX as exam papers, in the form of MCQs or, even better, in the form of dissertation. Final software development is expected to be successful in the coming months. There are many benefits to it: The work of students in groups through diverse and varied student associations within schools, is also particularly conducive to the development of professional knowledge and the mastery of behavioral skills.

Finally, it is interesting to note that the American company Newton, has recently developed a software capable of processing the data collected during the. This software is already used in the world by several million students and is therefore quite interesting. For practical learning and the acquisition of know-how The practical training as it is currently organized at Vatel, will continue to satisfy all students and companies that hire them.

However, new educational resources can strengthen their performance and our younger generations, future students that will join our network. Some resources that we could provide quite quickly. For the acquisition of skills and behavioral skills In this area, the development of student associations within schools is essential. Finally, software is being developed to identify and qualify the behavioral skills of students such as those mentioned in a previous chapter. These devices actually make possible to map the skills and competences acquired by each student through all of his training, both practical and theoretical.

They engage only the author. They may seem at times utopian, but we are aware that the world of education today is facing a technological tsunami mainly due to the exponential development of Artificial Intelligence that can lead our society towards a transhumanist society where the school would be driven by neuroscience and neuro-education, then everyone can take these ideas into account, as a basis for new thinking, and decide those he can retain and those he can reject.

Then we will only have to set the timetable for their implementation and get started without any delay. In Montenegro the result of the aforementioned expression represents a sort of a trace of the human presence in the durability of natural landscapes and their reproducibility. This trace is not so much visible in the north, as much as in the central and southern regions of the country, but its consequences can be serious and threatening for the long-term picture of national destination.

The fact that significantly improves this way of observing are the forecasts that Montenegro is a relatively new tourist destination and that the constitution of natural terrain is such that it is very difficult to be completely usable, and thereby also able to resist to the aggressive and expressed aspiration of the technological encouraged civilization with highly commercialized social standards, to its essential endangerment.

However, even these benefits must be taken into account with a great caution since the destination is very complex system, which is primarily characterized by cyclical changes and unbreakable connections between structural elements. Consequently, the distortion of only one element leads to the fundamental collapse of national tourism values, and hence affecting the concept of sustainability. One part of this potential, precisely the one dedicated to the wild and untouched natural beauty, has been recognized by the NTO and DMO structures and promoted under the abovementioned slogan, indicating the awareness of local tourism stakeholders of the dimension of tourist offer that excites the greatest attention of the active tourist visitors and adventurers.

Based on the nationally recognized and constructed tourist paragraphs, the idea of promoting the whole country as the resort, in the spiritual and physical sense is generated which is also the subject of this study. Regarding the spatial interaction between the actors of tourism system in this segment, the situation in Montenegro is currently the most critical. National adopted strategies on urban planning and development of tourist sites and regions are still in contradiction with the aspirations and activities of local actors and entities, led by the influence of a strengthened private sector and its growing business interests UNWTO and MSDT, The most commonly consensus is reached in the field of infrastructure projects, the basic preconditions for the initiation and development of tourism.

Additionally, the mass tourism cannot be a model for the expansion of tourism offer in the field of sustainability and protection of natural resources, but the emphasis has already being put towards defining the scope of exploitation based on the receiving or boundary threshold of visitors, similar to other European countries having developed environmental standards. Model in which the state and the private sector share the absolute mutual agreement and show the greatest degree of social interaction is the question of construction, reconstruction and increasing the number of modern tourist facilities of all categories.

It should be noted that the concentration of newly constructed tourist capacities strictly follows the concentration and direction of movement of tourists at the destination level, which creates a large asymmetry unevenness in terms of the total observed spatial development and deeply polarizes the national tourism system EC, Since Montenegro is primarily characterized by massive forms of coastal tourism, the idea of study is to promote some other national values, including the area where the most massive form of tourism as such takes place, i.

Based on these aspects, several innovative guidelines and solutions for future activities in the area of destination marketing will be proposed.

Destination tourism product According to the conceptual framework of tourism development Wall and Mathieson, , the relation of components of the tourism system depends on many factors, including demographic elements of the local population sociocultural identity , the components of the natural environment, the potential of the destination in terms of capacity, limitation of accepting the workforce and tourists, etc.

The general demographic indicators of Montenegrin population show the following characteristics: The participation of younger age group in the total population is The total population growth rate is approximately 1. When it comes to basic social indicators, national statistics is somewhat more irregularly updated, and among the multitude of data those from the field of living standards, education, economy and culture are standing out.

The standard indicators show that the trend of poverty of the citizens in the period of — was in the gradual rise MONSTAT, The average net salary also recorded a slight growth trend, while the sectors with the highest growth in net income were the supply of electricity and the professional, scientific and technological activities MONSTAT, The participation of highly educated people in the total population according to the last census in is only 0.

The structure of GDP by sector shows that the lowest share was recorded by the sector of information and communications 4. The same case is with the cultural buildings and program activities. Based on previous trend of reduced number of visitors at the cultural events at the national level is observed NSDS, However, when it comes to analyzing foreign visitors to the cultural events and festivals, there was a counter-trend MSDT, a. In terms of components of the natural environment, preservation of natural resources is at a very high level when compared to other European countries.

Areas covered by forest and vegetation take According to these facts, Montenegro is positioned at the very top of the list. The special value of tourist destination space constitutes its natural and cultural attractions. When it comes to tourists as users of natural resources, five different segments have been determined: The above-mentioned categories are unevenly distributed from the aspect of territory, in the following manner: It is not possible to reliably estimate the tourist capacity in terms of carrying capacity, since there are no specific data or plans of spatial development, which specifies the maximum level of development, and consequently the border capacity destination.

Instead of that, we dispose with the data on arrivals and overnight stays of tourists, as well as with the data on the expected total presence at the destination until the year In accordance with aforementioned, the number of tourists in was 1. On the other hand, most of the local tourist organizations recorded less than 0. The above data indicates an exceptional polarization of tourism offer. The expected presence by is over 2 million MSDT, a. On the other hand, it is known the fact that the total number of seasonal engaged working staff at the resort during the summer period unofficially exceeds the number of 20,, which also might be the indicative limitation in terms of acceptance of the labor force EOM, Some of the current types of networking in the field of sustainable tourism through the electronic platform enable small and medium enterprises and regions of Europe to reach a higher level of sustainability and competitiveness Partnerships for Sustainable Development, These small and medium enterprises play a very important role in providing support to the tourism opportunities in the destination Jauhari, It is important to emphasize that the effects on the competitiveness are rapidly changing and that such an intense dynamic of changes creates further challenges, resulting in the need for additional research OECD, Due to the above mentioned reasons, corresponding types of the tourist product for each of the potentially endangered regions, according to the distribution of the elements of natural attractiveness and with the aim of further enhancing of their competitiveness by marketing strategy, have been extracted MSDT, b: The steps towards the definition of strategic direction thorough valorization of natural resources slowly come to true.

According to characteristics of the above mentioned mountain regions as the strategic development directions were selected: Defining the primary and secondary tourist offer fits with spatial categorization of mountainous-tourist zones in the immediate and wider urban environment. In this way, each of the isolated regions, among which are: The primary and secondary offer can as well be defined on the basis of the present structural model Figure 1 , although it is necessary to elaborate extensive diversification of individual adventure activities and develop programs of practicing multi-day adventures.

These forms of the offer should be further developed, through direct investments on the basis of investment development projects envisaged by the strategy MSDT, a. For the aforementioned activities providing the adequate sources of financial resources and institutional support is required. Accordingly, the priority tasks would be partial expansion of the portfolio of the tourist products. When defining the market framework of the offer, in accordance with the previously ascertained uneven competitiveness of regions, for the directions of the mountain tourism development three types of tourism are selected, of which two mainly correspond to the concept of sustainability and conservation of natural ecosystems of the mountain tourist region, while the third was allocated as the cultural tourism—according to the tourism potentials.

For the second isolated form, i. A wider framework inside the defined tourism offer included the following types of tourism product MSDT, a: The positioning of the aforementioned types of products will be aligned with the positioning of targeted user segments, included in the partition. In the first place there are fans of soft and hard adventure, followed by the nature lovers, lovers of culture and gastronomy, while the last, but not the least are ecologically conscious tourists—i.

The assessment of the material base and the organization includes determining the current situation on the isolated tourist sites in the mountainous hinterland, on the basis of the present structural model, by which further evaluation of the necessary funds for investments in the construction of buildings and facilities planned by strategy will be carried out. This phase also implies analysis of the impact of macroeconomic indicators and the general social benefits MSDT, Currently, its active implementation is in progress.

The analyzed impacts will serve as guidelines in the finalization of the strategic designed concept, on what basis the tourist offer conceptualized on natural potentials will receive its final form. In this way, the diversification of the tourism product in relation to the regional characteristics of natural resources in Montenegro will be made, and simultaneously will attract the attention of the future visitors.

The concept of sustainable development Since the capacity of this Planet has already been exceeded a long time ago OECD, , the degree of concern of individual country is also becoming more and more justified. Montenegro, as a small ecological country, with the nationally adopted Declaration in terms of social commitment, and later with the Constitution from , committed itself to a strictly controlled and balanced attitude towards the elements of the environment, and thus assumed great responsibility toward natural resources and the degree of their preservation.

During the transition period, there were many difficulties in implementing decisions and keeping consistent following the concept. These difficulties were caused both by economic and political factors NSDS, Dealing with the consequences of insufficient social responsibility over the past two decades, great efforts and undertaking concrete legal safeguards are required at this moment. In accordance with this, the strict, comprehensive and very precise monitoring of the sustainability indicators at the national level is carried out. On that occasion, with the support of UNDP, the survey in 13 municipalities in the north was carried out, in which the tourist sample of mountain tourism was tested through the form of questionnaire.

By survey the great interest of visitors and tourists for sustainable forms of tourism is confirmed. However, on this occasion it was found that the model of sustainable development as such, exists only in certain isolated localities, and that it was not sufficiently and evenly distributed within the entire tourist offer of this selective form of tourism. Due to the ascertained lack of interest and insufficient cooperation during the operational phase of the strategy implementation, the construction of institutional strategic framework for sustainable development is necessary.

The National Council for Sustainable Development , supported by the NVO sector is in charge for monitoring the efficiency of the state-level governance system, as well as the implementation of priority programs, actions and policies. The current state of natural resources, including: As the model that fully supports and facilitates evaluation, activity and national monitoring of the sustainability indicators, during the development of NSDS, the logical matrix model, specific for the project task cycle, was applied. The initiative was launched by the UN at the 47th session Among the latest indicators, indicators from the UN list were found, while in the system of official statistics in Montenegro there are 49 or The more detailed overview of the number, total participation and predicted monitoring dynamics of the identified indicators is given in the table Table 1.

The presence of the indicators to the given group or theme is in fact the area to which the indicator primarily relates, while some indicators are also relevant for monitoring measures in other thematic areas NSDS, Overview of the indicators according to participation and dynamics of monitoring. Current state The number of indicators for which there is no alternative to the content in The number of indicators that are monitored by the name and the content in The number of indicators which is planned to be introduced in The number of indicators that are not identified by name and content and whose introduction is not planned by The total number of indicators that will be monitored in Montenegro until The total number of indicators on the UN list.

Future state The total number of indicators that will be monitored in Montenegro until The total number of indicators that will be monitored in Montenegro until The total number of indicators that will be monitored in Montenegro until Adapted from: In addition to the indicators from the UN list, the NSDS includes national, international and complex indicators, grouped according to priority themes in accordance with the national circumstances and specificity of the monitoring needs.

The national indicators serve as the complement to more complete national reporting and are compatible, but do not represent alternatives to the UN indicators. The international indicators are an instrument of reporting to international organizations on procedures and processes in Montenegro, and are also not an alternative to the UN indicators. Within the third group of indicators, the set of 10 specific indicators is separated, which are considered to be key for the comprehensive presentation of sustainability for the area of Montenegro and monitoring progress in the implementation of strategic provisions NSSD, This would significantly reduce the possibility of making and repeating errors from the previous period.

Sustainable development concept also means fine balancing of the economic, social and ecological standards with the aim of providing prosperous, comfortable environment for the current, as well as building sound foundation for the future generations. It means preservation and improvement of the available resources, their wise management and consideration of vast possibilities. This concept is applied in areas where an extremely high intensity of tourist activity is not necessarily in compliance to the environmental protection, as well as the dose of induced social stress within the modified living space or environment Weaver, Consideration of the possible aspects of the sustainable development within an ecologically oriented Mediterranean country shows that the long-term platform for boosting the tourist progress that will not be accompanied by difficulties caused by massive forms of tourism is established.

And this part is certainly of crucial importance for achieving the naturally balanced sustainable development. And indeed, most of the tourists are visiting Montenegro for the reasons mentioned above. In addition to this type of vacation, they were offered a holiday in the countryside, as well as some of the active holidays of the adventurous type. Some of the associations for the existing slogan would be: For this reason, some of the promotional marketing campaigns in the past years could be mentioned, which were conducted in order to improve the overall picture of the national brand.

Among them were the following:. Summary of the promotional campaign of the national tourism brand. Target market Regional Campaign name Sea calling-Montenegro i. It can be concluded that it is necessary to promote the national brand awareness at the international level. Accordingly, the unique prism of identity can be used for harmonization of the structural components at a high level and the provision of adequate alternative. What the prism contains is the physical information about the tangible attributes of the national destination natural landscapes, cultural heritage, climate conditions ; temperament of the domicile population hospitality, friendly confrontation, relaxation ; spiritual values integrity, family values, pride, respect for history ; internal picture intact, diversity of small and modest offer ; reflection rest, research ; and social aspects safety, nobility.

Sylvie Verbois

Some of the solutions offered should satisfy the defined tourist segments by strategy in terms of what they know, think and decide on the final choice MSDT, a. The emphasis should again be placed on the available natural resources as the authentic tourist resource, but with the special emphasis on the tendency towards returning to the primordial state before the beginning of massive use.

One of the proposals of the international promotional slogan could be: This certainly implies taking into account the definition of precise limits of destination acceptance, which must be the leading thought or association of potential tourists when reading the new promotional slogan. In this its driving force and meaning is reflected. Among the mandatory nuances would be: Conclusion and future perspectives Due to its climate, natural resources, and geographical position, Montenegro is an ideal area for the implementation of the concept of sustainable development.

Natural diversity is supported by the fact that Montenegro is among the European countries that have the highest number of living species per area and it hosts numerous endemic species. By using the latest indicator system, the greater efficiency of social activity and compliance of actions of tourism entities in the direction of the final realization of the long-standing active process of establishing the well-organized destination system is achieved, primarily characterized by the sustainability of the available natural wealth.

The tourism products that Montenegro could count on in the future are divided into several levels of priority. The first level priority would be the products of interest for investment and development. Priority of the second level would be products for selective investment and management, while the third-level priorities would be exclusively products related to destination management.

The main criteria that should be respected in defining priorities would be the proportionate market size of the corresponding segment. According to the mentioned criterion, the tourism products which should be especially emphasized and on the basis of which Montenegro can become particularly competitive are: These products have high development potential, as well as the current state above average development, which is in absolute harmony with the basic motive of visiting tourists—relaxation.

Adventures should be further differentiated through the wide range of adventurous activities, which emphasize the active and self-determining participation of visitors as the current global trend. The rural tourism product can be developed through organized promotion and enrichment of the unique cultural offer, the usual attractions and manifestations.

In the case of cultural tours, the special form of experience would be an organized trip and a tour of representative or main tourist attractions of Montenegro with the greatest potential for attracting tourists. This kind of experience contributes to the strengthening of the educational component and the ecological awareness of visitors, which is crucial for the country of prominent ecological commitment.

Valerio is a corporate trainer, facilitator, speaker, and a certified hospitality educator CHE. She also had presented her two researches on customer service and loyalty topics in the 2nd and 3rd National Business Management Conferences. These experiences must be captured real-time or instantaneous using systems, tools, applications, and devices, which customers are using i. Gone are the days when organizations compete based on product quality or price. Facebook, Twitter, or Instagram even before the company can address the complaint.

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