Service orientation as a basis for quality services and competitiveness in hotel industry
Service orientation as a basis for quality services and competitiveness in hotel industry
Autori:
Izdanje: SITCON 2016 - Singidunum International Tourism Conference
DOI: 10.15308/Sitcon-2016-199-202
Oblast: Tourism
Stranice: 199-202
Apstrakt:
Employee service orientation can impact the company’s reputation for customer
service, and affect its success in the hospitality market. Due to the great role
that service orientation plays in gaining a competitive advantage, this research
shall attempt to examine the level of service orientation through the following
three factors: Focus on guests, Organizational support and Work under pressure
among employees in the hotels in Novi Sad. The findings indicate that there are
statistically significant differences in relation to the employee gender. Additionally,
positive correlation was observed among the given factors.
service, and affect its success in the hospitality market. Due to the great role
that service orientation plays in gaining a competitive advantage, this research
shall attempt to examine the level of service orientation through the following
three factors: Focus on guests, Organizational support and Work under pressure
among employees in the hotels in Novi Sad. The findings indicate that there are
statistically significant differences in relation to the employee gender. Additionally,
positive correlation was observed among the given factors.
Ključne reči: service orientation, employee, hotel industry, competitiveness
Priložene datoteke:
- 199-202 ( veličina: 396,4 KB, broj pregleda: 2225 )
Kategorije objave:
Radovi na konferenciji SITCON 2016, Beograd, Serbija
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BibTeX format
@article{article,
author = {M. Ivkov, I. Blešić, S. Božić and L. Đeri},
title = {Service orientation as a basis for quality services and competitiveness in hotel industry},
journal = {SITCON 2016 - Singidunum International Tourism Conference},
year = 2016,
pages = {199-202},
doi = {10.15308/Sitcon-2016-199-202}
}
RT Conference Proceedings A1 Milan Ivkov A1 Ivana Blešić A1 Sanja Božić A1 Lukrecija Đeri T1 Service orientation as a basis for quality services and competitiveness in hotel industry AD Univerzitet Singidunum, Beograd, Beograd, Srbija YR 2016 NO doi: 10.15308/Sitcon-2016-199-202
M. Ivkov, I. Blešić, S. Božić and L. Đeri, Service orientation as a basis for quality services and competitiveness in hotel industry, Univerzitet Singidunum, Beograd, 2016, doi:10.15308/Sitcon-2016-199-202