Vpliv strank na zadovoljstvo zaposlenih v gostinstvu

diplomsko delo

Anja Milkić (Author), Miha Marič (Mentor)

Abstract

Zadovoljstvo zaposlenih je eden ključnih dejavnikov v gostinstvu. Na zadovoljstvo zaposlenih vpliva veliko dejavnikov, eden izmed njih so stranke. Stranke so nepogrešljiv del vsakega gostinskega posla in prav njim in njihovemu zadovoljstvu se posveča največ pozornosti. Zaradi tega so zaposleni bolj zapostavljeni, njihovemu zadovoljstvu pri delu se ne posveča toliko pozornosti. Premalo se govori o vplivu strank na zaposlene in njihovo delo. Zato je cilj raziskati vpliv strank na zaposlene v gostinstvu, na njihovo delo in zadovoljstvo pri delu. To smo raziskali s pregledom že obstoječe literature in teorije. Nato smo skozi intervjuje z zaposlenimi v konkretnem gostinskem podjetju dobili odgovore na vprašanja, ki so nam pomagali bolje razumeti odnos med zaposlenimi in strankami. Izvedeli smo, da imajo stranke velik vpliv na zaposlene in da je zadovoljstvo zaposlenih odvisno od tega, ali stranka pristopa k zaposlenemu pozitivno ali negativno.

Keywords

zaposleni;stranke;zadovoljstvo;gostinstvo;

Data

Language:	Slovenian
Year of publishing:	2024
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[A. Milkić]
UDC:	331.1
COBISS:	200222467
Views:	15
Downloads:	1
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	The influence of customers on employee satisfaction in the hospitality industry
Secondary abstract:	Employee satisfaction is one of the key factors in the hospitality industry. Many factors influence employee satisfaction, one of them being customers. Customers are an indispensable part of any catering business, and it is to them and their satisfaction that the most attention is paid. As a result, employees are more neglected and no attention is paid to their job satisfaction. Too little is said about the influence of customers on employees and their work. Therefore, the goal is to investigate the influence of customers on employees in the hospitality industry, on their work and job satisfaction. We investigated this by reviewing previous literature and theory. Then, through interviews with employees of a specific hospitality company, we got answers to questions that helped us better understand the relationship between employees and customers. We learned that customers have a great influence on the employees themselves and that depending on whether the customer approaches the employee positively or negatively, it affects their job satisfaction.
Secondary keywords:	Zadovoljstvo na delovnem mestu;Univerzitetna in visokošolska dela;
Type (COBISS):	Bachelor thesis/paper
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	f.
ID:	23995264