engleski

Transformational Leadership at work – managing change in hotel industry

The Croatian hotel industry is under pressure to deliver a high-quality service package. Using the Service-Profit Chain model, this paper provides initial research regarding the effective leadership approaches employed by front-line managers in hotels operating in unstable seasonal environments ; challenging environments as full- time and seasonal employees must be blended to create an effective team. Frontline employees at nine Dubrovnik, Croatia hotels were surveyed as to the leadership styles of their managers and their accompanying levels of job performance. This study’s results suggest that leadership does influence job performance and that transformational leadership impacts job performance more so than transactional

transformational leadership ; service-profit chain ; job performance, hospitality ; seasonality

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