Service orientation of the restaurant employees
The service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. Service orientation has been characterized as the disposition of employees to be helpful, thoughtful, considerate, and co-operative towards customers. Customer-oriented behav...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Visoka turistička škola strukovnih studija, Beograd
2017-01-01
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| Series: | Turističko Poslovanje |
| Subjects: | |
| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2017/0354-30991720019G.pdf |
| _version_ | 1818134017251213312 |
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| author | Gagić Snježana Jovičić-Vuković Ana Petrović Marko D. |
| author_facet | Gagić Snježana Jovičić-Vuković Ana Petrović Marko D. |
| author_sort | Gagić Snježana |
| collection | DOAJ |
| description | The service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. Service orientation has been characterized as the disposition of employees to be helpful, thoughtful, considerate, and co-operative towards customers. Customer-oriented behaviors include: helping customers; helping customers to assess their needs; offering service that will satisfy those needs; describing services accurately; avoiding deceptive manipulations; and avoiding the use of high-pressure tactics. Service orientation should be understood as a major vehicle in which managers have established differentiation among competing companies. The fact is that frontline employees (e.g. servers and bartenders) with a high degree of service orientation influence restaurant diners' perceptions of service quality and ultimately lead to diners' satisfaction and loyalty. This paper will present what the guests' expectations are, what the service orientation means and which factors have influence on employee service orientation. |
| first_indexed | 2024-12-11T09:01:56Z |
| format | Article |
| id | doaj.art-62ad2989c6344e64b57d6fac4fb31d80 |
| institution | Directory Open Access Journal |
| issn | 0354-3099 2560-3361 |
| language | English |
| last_indexed | 2024-12-11T09:01:56Z |
| publishDate | 2017-01-01 |
| publisher | Visoka turistička škola strukovnih studija, Beograd |
| record_format | Article |
| series | Turističko Poslovanje |
| spelling | doaj.art-62ad2989c6344e64b57d6fac4fb31d802022-12-22T01:13:43ZengVisoka turistička škola strukovnih studija, BeogradTurističko Poslovanje0354-30992560-33612017-01-0120172019250354-30991720019GService orientation of the restaurant employeesGagić Snježana0Jovičić-Vuković Ana1Petrović Marko D.2Fakultet za turizam i hotelijerstvo, Univerzitet za poslovne studije, Banja Luka, Republika Srpska, BiHVisoka poslovna škola, Novi SadGeografski institut 'Jovan Cvijić' SANU, BeogradThe service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. Service orientation has been characterized as the disposition of employees to be helpful, thoughtful, considerate, and co-operative towards customers. Customer-oriented behaviors include: helping customers; helping customers to assess their needs; offering service that will satisfy those needs; describing services accurately; avoiding deceptive manipulations; and avoiding the use of high-pressure tactics. Service orientation should be understood as a major vehicle in which managers have established differentiation among competing companies. The fact is that frontline employees (e.g. servers and bartenders) with a high degree of service orientation influence restaurant diners' perceptions of service quality and ultimately lead to diners' satisfaction and loyalty. This paper will present what the guests' expectations are, what the service orientation means and which factors have influence on employee service orientation.https://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2017/0354-30991720019G.pdfrestaurantservice orientationservice quality |
| spellingShingle | Gagić Snježana Jovičić-Vuković Ana Petrović Marko D. Service orientation of the restaurant employees Turističko Poslovanje restaurant service orientation service quality |
| title | Service orientation of the restaurant employees |
| title_full | Service orientation of the restaurant employees |
| title_fullStr | Service orientation of the restaurant employees |
| title_full_unstemmed | Service orientation of the restaurant employees |
| title_short | Service orientation of the restaurant employees |
| title_sort | service orientation of the restaurant employees |
| topic | restaurant service orientation service quality |
| url | https://scindeks-clanci.ceon.rs/data/pdf/0354-3099/2017/0354-30991720019G.pdf |
| work_keys_str_mv | AT gagicsnjezana serviceorientationoftherestaurantemployees AT jovicicvukovicana serviceorientationoftherestaurantemployees AT petrovicmarkod serviceorientationoftherestaurantemployees |