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2018, vol. 65, br. 3, str. 1193-1210
The effect of the structure of management and employees on guest's satisfaction of restaurant products and services
(naslov ne postoji na srpskom)
aUniverzitet u Novom Sadu, Prirodno-matematički fakultet
bThe College of Hotel Management, Belgrade
cCollege of Professional Studies in Management and Business Communication, Sremski Karlovci

e-adresadragan.tesanovic@dgt.uns.ac.rs, milovan.krasavcic@gmail.com, bojana.kalenjuk@dgt.uns.ac.rs, gagicsnjeza@yahoo.com, lukrecija.djeri@dgt.uns.ac.rs
Projekat:
Novi proizvodi cerealija i pseudocerealija iz organske proizvodnje (MPNTR - 46005)
Unapređenje i razvoj higijenskih i tehnoloških postupaka u proizvodnji namirnica životinjskog porekla u cilju dobijanja kvalitetnih i bezbednih proizvoda konkurentnih na svetskom tržištu (MPNTR - 46009)

Ključne reči: structure of employees; satisfaction; quality; restaurant industry; hospitality
Sažetak
(ne postoji na srpskom)
The purpose of this research is to define the effects of the structure of management and employees to the guest's satisfaction in terms of quality of restaurant products and services. The methodology used for this research has been the polling of 600 guests in 30 restaurants in Belgrade during 2015. The process of measuring satisfaction was performed by monitoring the attitudes and perceptions of users in terms of quality of products and services, which marks food quality, service quality, and ambience quality and price/quality ratio. The research of educational and age structure, as well as the number of supporting staff and other workers, has been conducted. Correlation and regression analysis were performed with the aim of defining the effect of the educational structure of employees to guest's satisfaction. The results show that restaurant managers should pay special attention to educational levels of employees through regular and permanent education, as they influence the guest's satisfaction.
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O članku

jezik rada: engleski
vrsta rada: pregledni članak
DOI: 10.5937/ekoPolj1803193T
objavljen u SCIndeksu: 25.10.2018.
metod recenzije: dvostruko anoniman
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