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2021, vol. 9, br. 1, str. 43-60
Uticaj internog kvaliteta usluga i zadovoljstva zaposlenih na organizacionu posvećenost u turističkim agencijama - primer Srbije
aAcademy of Professional Studies South Serbia, Blace
bUniverzitet u Kragujevcu, Fakultet za hotelijerstvo i turizam, Vrnjačka Banja

e-adresagoran.peric@vpskp.edu.rs
Ključne reči: interni kvalitet usluga; zadovoljstvo zaposlenih; organizaciona posvećenost
Sažetak
Svrha ove studije je da ispita uticaj internog kvaliteta usluga i zadovoljstva zaposlenih na organizacionu posvećenost zaposlenih u turističkim agencijama. Istraživanje je sprovedeno u aprilu mesecu 2020. godine na uzorku od 150 ispitanika zaposlenih u turističkim agencijama u Srbiji, tehnikom upitnika, primenom validiranih instrumenata: modifikovanog SERVQAL modela za merenje internog kvaliteta usluga, upitnika za merenje zadovoljstva poslom (JSS) i upitnika za merenje organizacione posvećenosti (OCQ). Uticaj internog kvaliteta usluga i zadovoljstva zaposlenih na posvećenost zaposlenih u turističkim agencijama testiran je pomoću višestruke regresije, a nalazi istraživanja ukazuju da porast internog kvaliteta usluga i zadovoljstva zaposlenih prati povećanje organizacione posvećenosti zaposlenih u turističkim agencijama. Na kraju su diskutovani rezultati, predočene implikacije, navedena ograničenja studije i smernice za buduća istraživanja.
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O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/menhottur2101043P
primljen: 04.02.2021.
revidiran: 13.04.2021.
prihvaćen: 29.05.2021.
objavljen u SCIndeksu: 29.06.2021.