Odnosi z zaposlenimi v storitvenem sektorju: interno komuniciranje, motiviranje, nagrajevanje in opolnomočenje kot predpogoji zadovoljstva zaposlenih in strank

Abstract

Vsaka organizacija ima svoje notranje tržišče, tržišče zaposlenih, za katerega mora poskrbeti. Če tega ne stori pravilno, bo ogroženo njeno delovanje navzven. Odnosi z zaposlenimi postajajo izhodiščna točka upravljanja odnosov z zunanjimi javnostmi, pri čemer je vloga takšnih odnosov izrazitejša v storitvenem sektorju. Storitvene organizacije se namreč pri svojem poslovanju mnogo pogosteje kot proizvodne osebno srečujejo s svojimi uporabniki. Temeljna vrednost vsake storitve se oblikuje v interakciji med ponudnikom in kupcem storitve, zato so zaposleni, ki so v vsakodnevnem stiku s strankami, glasniki storitvenih organizacij in njihova prva stična točka s ciljnim tržiščem. Prispevek obravnava interno komuniciranje, motiviranje in nagrajevanje ter opolnomočenje kot tri temeljna orodja odnosov z zaposlenimi ter hkrati tri predpogoje kakovostnega izvajanja storitev.

Keywords

odnosi z javnostmi;zaposleni;storitveni sektor;interno komuniciranje;motivation;delovna stimulacija;Odnosi z javnostmi;Storitveni sektor;

Data

Language:	Slovenian
Year of publishing:	1999
Typology:	1.04 - Professional Article
Organization:	UL FDV - Faculty of Social Sciences
Publisher:	Fakulteta za sociologijo, politične vede in novinarstvo v Ljubljani
UDC:	659
COBISS:	19330397
ISSN:	0040-3598
Parent publication:	Teorija in praksa
Views:	821
Downloads:	200
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	Unknown
Secondary abstract:	Every organisation has an internal market which it must take care of. If this is done improperly, organisations activities which are oriented towards external publics will be endangered. Employee relations are a starting point of organisations management of external public relations. Employee relations are extremely important in the service sector. Service firms have, as opposed to industry sector, regular contacts with their customers. Key value of a service is produced in daily interactions between a contact person and a customer. This is the reason why employees (contact personnel) are becoming ambassadors of service organisations. The following text describes internal communications, motivation and empowerment as key tools of employee relations,key determinants of customer satisfaction and key determinants of quality in service sector.
Secondary keywords:	public relations;employee;service sector;internal communication;motiviranje;work stimulation;
URN:	URN:NBN:SI
Type (COBISS):	Not categorized
Pages:	str. 618-629
Volume:	ǂLet. ǂ36
Issue:	ǂšt. ǂ4
Chronology:	julij/avgust 1999
ID:	1750134