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2020, vol. 22, br. 1, str. 73-84
Uslužna orijentacija zaposlenih u turističkim agencijama u Republici Srbiji
Univerzitet u Novom Sadu, Prirodno-matematički fakultet

e-adresamilos.marjanovic@mail.com
Ključne reči: uslužna orijentacija; zadovoljstvo poslom; organizaciona podrška; turističke agencije; turističko obrazovanje
Sažetak
U vremenu surove konkurencije na tržištu pružanja turističkih usluga, bitno je obratiti pažnju na uslužnu orijentisanost preduzeća prema krajnjim korisnicima. Uslužna orijentisanost može da se smatra konkurentskom prednošću na zahtevnom turističkom tržištu. Ova studija se bavi ispitivanjem odnosa između uslužne orijentacije (UO), zadvoljstva poslom (ZP) i organizacione podrške (OP) među zaposlenima u turističkim agencijama Republike Srbije. Izvršeno je anketiranje zaposlenih u turističkima agencijama putem online upitnika. U anketi su učestvovale 94 osobe. Cilj ove studije je da se istraži nivo zavisnosti uslužne orijentacije zaposlenih, zadovoljstvo poslom i organizacione podrške. Takođe, istraživalo se da li ima značajnijih odstupanja merenih varijabli kod zaposlenih sa i bez turističkog obrazovanja. Rezultati su pokazali da zadovoljstvo poslom ima značajan uticaj na uslužnu orijentaciju. Uticaj organizacione podrške na uslužnu orijentaciju pokazao se kao manje značajna statistička varijabla. Zadovoljstvo poslom se, prema istraživanju, javlja kao posrednik između organizacione podrške i uslužne orijentacije. Takođe, ne postoji statistički značajna veza između merenih varijabli i obrazovanja vezano za turizam.
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O članku

jezik rada: engleski, srpski
vrsta rada: pregledni članak
DOI: 10.5937/ekonhor2001073M
objavljen u SCIndeksu: 04.05.2020.
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