Naslov
Influence of motivation in shaping hotel services

Autori
Pavia, Nadia ; Cerović, Marta ; Žunić, Antonija

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
Supply chain management in hospitality industry

Urednik/ci
Edna, Mrnjavac

Izdavač
Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci

Grad
Opatija : Ika

Godina
2018

Raspon stranica
33-44

ISBN
978-953-7842-38-3

Ključne riječi
hotel services ; hotel staff ; motivation ; logistics of services

Sažetak
Purpose – The purpose of the paper was to show the influence of hotel staff motivation in shaping the hotel offer. Hotel services are extended with additional services that affect the attractiveness of the offer, so, that from the perspective of a hotel as a logistics system, shaping of hotel services is considered to be the most important component of each hotel product. Since human factor is implied in delivering quality to hotel guests, the aim of the paper is to determine the impact of the motivation of hotel staff on the quality of the provided service. Theoretical determinants of motivation have been set out in the paper, with special emphasis on specific nature of hotel industry. A hotel product represents an array of services that are realized through material, human, information and other flows, whose quality depends on the organization of the hotel business operation as well as the appreciation of the determinants of individual services, which make up the hotel offer. Design / Methodology – The aspects that affect the motivation of hotel staff and shaping of a hotel offer were explored by scientific quantitative and qualitative methods. Through a structured survey the attitudes of employees towards their motivation at work were examined, and consequently obtained responses examined by a descriptive statistical analysis, indicate new scientific findings. Findings – The hotel staff is the most important factor of the productive force, as well as a competitive advantage of any orgaization in service sector. Results - The research results are reflected in forming scientific cognition on the role of the hotel staff in shaping the hotel services with special emphasis on the role of motivation in achieving quality and competitiveness in the tourism market.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA