Metrics

  • citations in SCIndeks: 0
  • citations in CrossRef:0
  • citations in Google Scholar:[]
  • visits in previous 30 days:24
  • full-text downloads in 30 days:18

Contents

article: 10 from 55  
Back back to result list
2019, vol. 50, iss. 4, pp. 279-288
Correlations between dimensions of work motivation and dimensions of job satisfaction of employees in hotels and travel agencies
University of Novi Sad, Faculty of Science, Department of Geography, Tourism and Hotel Management

emailmilena.nedeljkovic3@gmail.com, jelena.skoric@hotmail.com, majamijatov@gmail.com
Project:
Transformation of Serbian Geospace – lessons from the past, contemporary problems and possible solutions (MESTD - 176020)

Abstract
Rapid development of service sector at global level prompted many researchers to examine specifics of work in this sector. One of specifics is so-called service meeting. During the service meeting there is an emotional exchange between provider and customers, so the work motivation and satisfaction of employees is important for perception of the high quality of delivered service by consumers. Subject of this paper is related to development of internal marketing in order to determine correlations between dimensions of job satisfaction and dimensions of motivational potential of the job, as important aspects of gaining the customers' satisfaction, according to the Hackman-Oldham model in selected hotels and travel agencies in Belgrade and Novi Sad. According to this model, five basic characteristics of the job (diversity of work, identity of the task, importance of the task, autonomy and feedback) are antecedents of work motivation and job satisfaction. Using the Hackman-Oldham theory, one needs to find out the extent to which the job in hotel and travel agency contains aforementioned basic characteristics, or whether the jobs in these two sectors have motivational potential. The aim of the paper is to provide recommendations for development of internal marketing on the basis of increasing the employees' work motivation and their job satisfaction in different organizations that are operating in service sector (tourism and hospitality), in order to provide services of high quality and to gain the customers' satisfaction.
References
Akhtar, R., Boustani, L., Tsivrikos, D., Chamorro-Premuzic, T. (2015) The engageable personality: Personality and trait EI as predictors of work engagement. Personality and Individual Differences, 73: 44-49
Alegre, I., Mas-Machuca, M., Berbegal-Mirabent, J. (2016) Antecedents of employee job satisfaction: Do they matter?. Journal of Business Research, 69(4): 1390-1395
Babalola, S.S. (2016) The effect of leadership style, job satisfaction and employee-supervisor relationship on job performance and organizational commitment. Journal of Applied Business Research (JABR), 32(3): 935-946
Bakotić, D. (2016) Relationship between job satisfaction and organisational performance. Ekonomska Istraživanja (Economic Research), 29(1): 118-130
Baron, R.A. (1996) Psychology. New Delhi: Prentice-Hall of India
Bernhardt, K.L., Donthu, N., Kennett, P.A. (2000) A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47(2): 161-171
Bin, A.S. (2016) The relationship between job satisfaction, job performance and employee engagement: An explorative study. Issues in Business Management and Economics, 4 (1); 1-8
Bogićević-Milikić, B., Ognjanov, G. (2019) Improving organizational commitment through internal marketing. Marketing, vol. 50, br. 2, str. 94-110
Chand, M., Ranga, A. (2018) Performance appraisal practices in Indian hotel industry: An investigation of employee's perceptions. International Journal of Hospitality & Tourism Systems, 11 (2), 47-55
Čábelková, I., Abrhám, J., Strielkowski, W. (2015) Factors influencing job satisfaction in post-transition economies: The case of the Czech Republic. International Journal of Occupational Safety and Ergonomics, 21(4): 448-456
Darwish, T.K. (2013) Strategic HRM and performance: Theory and practice. http://unitec.eblib.com.au/patron/FullRecord.aspx?p=1220971
Ertas, N. (2015) Turnover intentions and work motivations of millennial employees in federal service. Public Personnel Management, 44(3): 401-423
Grobelna, A., Sidorkiewicz, M., Tokarz-Kocik, A. (2016) Job satisfaction among hotel employees: Analyzing selected antecedents and job outcomes: A case study from Poland. Argumenta Oeconomica, 2(37): 281-310
Hackman, J. R., Oldham, G.R. (1975) Development of the job diagnostic survey. Journal of Applied Psychology, 60(2): 159-170
Hackman, J. R., Oldham, G.R. (1976) Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16(2): 250-279
Hadžić, O., Nedeljković, M. (2008) Motivacija i zadovoljstvo poslom zaposlenih u organizaciji. Novi Sad: Prirodno-matematički fakultet
Holbeche, L. (2012) Aligning human resources and business strategy. Oxford: Taylor & Francis
Homberg, F., Mccarthy, D., Tabvuma, V. (2015) A meta-analysis of the relationship between public service motivation and job satisfaction. Public Administration Review, 75(5): 711-722
Horng, J.S., Tsai, C.Y., Yang, T.C., Liu, C.H., Hu, D.C. (2016) Exploring the relationship between proactive personality, work environment and employee creativity among tourism and hospitality employees. International Journal of Hospitality Management, 54: 25-34
Howard, J., Gagné, M., Morin, A.J.S., van den Broeck, A. (2016) Motivation profiles at work: A self-determination theory approach. Journal of Vocational Behavior, 95-96: 74-89
Judge, T.A., Weiss, H.M., Kammeyer-Mueller, J.D., Hulin, C.L. (2017) Job attitudes, job satisfaction, and job affect: A century of continuity and of change. Journal of Applied Psychology, 102(3): 356-374
Karanges, E., Johnston, K., Beatson, A., Lings, I. (2015) The influence of internal communication on employee engagement: A pilot study. Public Relations Review, 41(1): 129-131
Karumuri, V. (2016) Employee engagement: Hotel industry. SCMS Journal of Indian Management, 13(3): 120-128
Kingir, S., Mesci, M. (2010) Factors that affect hotel employees motivation: The case of Bodrum. Serbian Journal of Management, vol. 5, br. 1, str. 59-76
Kong, H., Jiang, X., Chan, W., Zhou, X. (2018) Job satisfaction research in the field of hospitality and tourism. International Journal of Contemporary Hospitality Management, 30(5): 2178-2194
Lăzăroiu, G. (2015) Work motivation and organizational behavior. Contemporary Readings in Law and Social Justice, 7(2): 66-75
Locke, E.A. (1976) The nature and causes of job satisfaction. in: Handbook of industrial and organizational psichology, 1, 1297-1349
Nickson, D. (2013) Human resource management for hospitality and tourism industries. New York: Taylor & Francis
Pomirleanu, N., Mariadoss, B.J., Chennamaneni, P.R. (2016) Managing service quality in high customer contact B2B services across domestic and international markets. Industrial Marketing Management, 55: 131-143
Rao, G.V., Vijayalakshmi, D., Goswami, R. (2018) A study on factors of workplace happiness. Asian Journal of Management, 9(1): 251-260
Raziq, A., Maulabakhsh, R. (2015) Impact of working environment on job satisfaction. Procedia Economics and Finance, 23: 717-725
Singh, S.P., Sharma, H.K. (2016) Impact of work motivation on the job satisfaction of teachers in professional education. International Journal of Research Publication's. Research Journal of Social Science and Management, 6 (5), 90-96
Slijepčević, M., Bovan, A., Radojević, I. (2018) Internal communications as a factor of company's efficiency. Marketing, vol. 49, br. 2, str. 124-143
Stanton, J.M., Sinar, E.F., Balzer, W.K., Julian, A.L., Thoresen, P., Aziz, S., Fisher, G.G., Smith, P.C. (2002) Development of a compact measure of job satisfaction: The abridged job descriptive index. Educational and Psychological Measurement, 62(1): 173-191
Tarcan, M., Hikmet, N., Schooley, B., Top, M., Tarcan, G.Y. (2017) An analysis of the relationship between burnout, socio-demographic and workplace factors and job satisfaction among emergency department health professionals. Applied Nursing Research, 34: 40-47
Trépanier, S., Forest, J., Fernet, C., Austin, S. (2015) On the psychological and motivational processes linking job characteristics to employee functioning: Insights from self-determination theory. Work & Stress, 29(3): 286-305
Vilares, M.J., Coelho, P.S. (2003) The employee-customer satisfaction chain in the ECSI model. European Journal of Marketing, 37(11/12): 1703-1722
Vroom, V. (1964) Work and motivation. New York: Wiley Publication
Wood, D., Lowman, G.H., Harms, P.D., Roberts, B.W. (2019) Exploring the relative importance of normative and distinctive organizational preferences as predictors of work attitudes. Journal of Applied Psychology, 104(2): 270-292
 

About

article language: Serbian
document type: Original Paper
DOI: 10.5937/markt1904279N
published in SCIndeks: 24/03/2020
peer review method: double-blind
Creative Commons License 4.0