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Pregled bibliografske jedinice broj: 904335

The impact of hotel employee stisfaction on hodpitability performance

Laškarin Ažić, Marina
The impact of hotel employee stisfaction on hodpitability performance // Tourism and hospitality management, 23 (2017), 1; 105-117 doi:10.20867/thm.23.1.8 (međunarodna recenzija, prethodno priopcenje, znanstveni)

The impact of hotel employee stisfaction on hodpitability performance

Laškarin Ažić, Marina

Tourism and hospitality management (1330-7533) 23 (2017), 1; 105-117

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, prethodno priopcenje, znanstveni

Ključne riječi
Job satisfaction, hospitality, employee – management relations, coworker relations

The hospitality industry is characterized by the complexity of managing guest experiences, which forces human resources managers to find new ways of managing relationships with employees and guests. Good relations in an organization (often displayed by organizational culture) are the main incentive for stimulating positive behavior among employees. The purpose of this paper is to examine factors related to employee satisfaction and hospitality in order to understand positive behavior in organizations. Regarding the theory assumptions, the research tests premises about causal relationship between exogenous (3 types of satisfaction inside the organization) and endogenous variables (employee hospitality). For the purposes of this paper, quantitative research methods were applied to a sample of 266 questionnaires filled out by the participants of a training program organized by the Association of Employers in Croatian Hospitality (AECH). Firstly, Exploratory Factor Analysis extracts four factors which represent four main latent variables. Results from the EFA are also tested using Confirmatory Factory Analysis. CFA specifies how well measurement variables represent a specific concept. Subsequently, structural equation modelling (SEM) is applied to test the structural connection between concepts and to define which concepts are interconnected in order to help understand the nature of those connections. This study shows the importance of satisfaction with management relations and coworker relations and their joint influence on overall job satisfaction and hospitality (positive behavior inside the organization). Findings should be useful for hotel managers who aim to improve their relations with frontline employees and increase productivity.

Izvorni jezik

Znanstvena područja
Interdisciplinarne društvene znanosti


Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija

Autor s matičnim brojem:
Marina Laškarin Ažić, (331823)

Časopis indeksira:

  • Scopus
  • EconLit

Uključenost u ostale bibliografske baze podataka:

  • CAB Abstracts
  • Cabell's Directories
  • ERIH Plus
  • ESCI
  • Hospitality & Tourism Complete
  • RePEc
  • ZBW