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2019, vol. 50, br. 4, str. 279-288
Značaj internog marketinga - motivacije za rad i zadovoljstva poslom zaposlenih u sektoru turizma i hotelijerstva
Univerzitet u Novom Sadu, Prirodno-matematički fakultet, Departman za geografiju, turizam i hotelijerstvo

e-adresamilena.nedeljkovic3@gmail.com, jelena.skoric@hotmail.com, majamijatov@gmail.com
Projekat:
Transformacije geoprostora Srbije - prošlost, savremeni problemi i predlozi rešenja (MPNTR - 176020)

Sažetak
Brz razvoj sevisnog sektora na globalnom nivou podstakao je brojne istraživače da ispituju specifičnosti rada u ovom sektoru. Jedna od specifičnosti je takozvani uslužni susret tokom kojeg se isporučuje usluga u neposrednom kontaktu provajdera i korisnika usluge. Tokom uslužnog susreta dolazi i do emocionalne razmene između davaoca i korisnika usluga, i stoga su motivacija za rad i zadovoljstvo poslom zaposlenih od velike važnosti za percepciju visokog kvaliteta isporučene usluge od strane njenog konzumenta. Predmet ovog rada je razvoj internog marketinga kroz istraživanje motivacije za rad i zadovoljstvo poslom zaposlenih, koji su važna karika u postizanju satisfakcije potrošača. Osnovna istraživačka pitanju su utvrđivanje korelacija između dimenzija zadovoljstva poslom i dimenzija motivacionog potencijala posla prema modelu Hekman-Oldham-a u odabranim hotelima i turističkim agencijama u Beogradu i Novom Sadu. Prema ovom modelu pet bazičnih karakteristika posla (raznolikost posla, identitet zadatka, važnost zadatka, autonomnost i povratna informacija) su antecedenti motivacije za rad i zadovoljstva poslom. Cilj rada je da se daju preporuke menadžmentu ljudskih resursa u različitim organizacijama u servisnom (turističkom i hotelijerskom) sektoru kako da razviju interni marketing kroz povećanu motivisanost zaposlenih za rad i njihovo zadovoljstvo poslom kako bi se isporučila usluga visokog kvaliteta i postiglo zadovoljstvo korisnika usluge.
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O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/markt1904279N
objavljen u SCIndeksu: 24.03.2020.
metod recenzije: dvostruko anoniman
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