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Turističko poslovanje
2017, br. 20, str. 19-25
jezik rada: srpski
vrsta rada: neklasifikovan
objavljeno: 05/04/2018
doi: 10.5937/TurPos1720019G
Creative Commons License 4.0
Uslužna orijentacija zaposlenih u restoranima
aUniverzitet za poslovne studiјe, Fakultet za turizam i hoteliјerstvo, Banja Luka, Republika Srpska, BiH
bVisoka poslovna škola, Novi Sad
cSrpska akademija nauke i umetnosti (SANU), Geografski institut 'Jovan Cvijić', Beograd

Projekat

Geografija Srbije (MPNTR - 47007)

Sažetak

Program uslužne orijentacije razvijen za zaposlene može biti konkurentska prednost restorana. Uslužna orijentacija se karakteriše kao volja zaposlenih da budu korisni, uključeni, posvećeni i kooperativni prema gostima. Ponašanje usmereno ka gostima podrazumeva pružanje pomoći gostima, zadovoljavanje njihovih potreba, ponudu onih usluga koje će zadovoljiti te potrebe, tačan opis usluga, izbegavanje manipulacije i izbegavanje taktike jakog pritiska. Uslužna orijentacija treba da bude glavni pokretač koji će stvoriti razliku između konkurentskih preduzeća. Činjenica je da zaposleni na prvoj liniji tzv. 'frontline' zaposleni (konobari i barmeni) sa visokim stepenom uslužne orijentacije utiču na percepciju kvaliteta i na kraju dovode do zadovoljstva i lojalnosti gostiju. Ovaj rad će prikazati koja su očekivanja gostiju, šta podrazumeva uslužna orijentacija i koji faktori utiču na uslužnu orijentaciju zaposlenih.

Ključne reči

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