Influence of employees' service-oriented behavior on service quality
In order to constantly improve the quality of service program, organizations in tourism industry, have to pay special attention to managing employees' behavior, especially those in the first line of service provision and their direct superiors. Encouraging the employees towards service-oriented...
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| Format: | Article |
| Language: | English |
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Visoka turistička škola strukovnih studija, Beograd
2015-01-01
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| Series: | Turističko Poslovanje |
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| Online Access: | http://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2015/0354-30991515135V.pdf |
| _version_ | 1811262475899764736 |
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| author | Vučković Jelisaveta |
| author_facet | Vučković Jelisaveta |
| author_sort | Vučković Jelisaveta |
| collection | DOAJ |
| description | In order to constantly improve the quality of service program, organizations in tourism industry, have to pay special attention to managing employees' behavior, especially those in the first line of service provision and their direct superiors. Encouraging the employees towards service-oriented behavior is greatly determined by the adequate and consistent implementation of human resources management instruments. The subject of this research is an empirical examination of relations between employees' behavior in the service providing process and service quality. This research was conducted during 2012, in a five-star hotel 'Izvor', situated in Arandjelovac. |
| first_indexed | 2024-04-12T19:26:13Z |
| format | Article |
| id | doaj.art-4299bb6bd01048c6af502d71d74ce993 |
| institution | Directory Open Access Journal |
| issn | 0354-3099 |
| language | English |
| last_indexed | 2024-04-12T19:26:13Z |
| publishDate | 2015-01-01 |
| publisher | Visoka turistička škola strukovnih studija, Beograd |
| record_format | Article |
| series | Turističko Poslovanje |
| spelling | doaj.art-4299bb6bd01048c6af502d71d74ce9932022-12-22T03:19:28ZengVisoka turistička škola strukovnih studija, BeogradTurističko Poslovanje0354-30992015-01-0120151513514210.5937/TurPos1515135V0354-30991515135VInfluence of employees' service-oriented behavior on service qualityVučković Jelisaveta0Visoka turistička škola strukovnih studija, BeogradIn order to constantly improve the quality of service program, organizations in tourism industry, have to pay special attention to managing employees' behavior, especially those in the first line of service provision and their direct superiors. Encouraging the employees towards service-oriented behavior is greatly determined by the adequate and consistent implementation of human resources management instruments. The subject of this research is an empirical examination of relations between employees' behavior in the service providing process and service quality. This research was conducted during 2012, in a five-star hotel 'Izvor', situated in Arandjelovac.http://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2015/0354-30991515135V.pdfemployees' service-oriented behaviorservice qualityhuman resources management instruments |
| spellingShingle | Vučković Jelisaveta Influence of employees' service-oriented behavior on service quality Turističko Poslovanje employees' service-oriented behavior service quality human resources management instruments |
| title | Influence of employees' service-oriented behavior on service quality |
| title_full | Influence of employees' service-oriented behavior on service quality |
| title_fullStr | Influence of employees' service-oriented behavior on service quality |
| title_full_unstemmed | Influence of employees' service-oriented behavior on service quality |
| title_short | Influence of employees' service-oriented behavior on service quality |
| title_sort | influence of employees service oriented behavior on service quality |
| topic | employees' service-oriented behavior service quality human resources management instruments |
| url | http://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2015/0354-30991515135V.pdf |
| work_keys_str_mv | AT vuckovicjelisaveta influenceofemployeesserviceorientedbehavioronservicequality |