magistrsko delo
Lučka Žvegla (Author), Damijan Mumel (Mentor), Sonja Treven (Co-mentor)

Abstract

Človeški viri postajajo čedalje pomembnejši dejavnik pri zagotavljanju uspešnosti podjetja in kar je še pomembneje, vedno več podjetij se tega zaveda in daje ljudem ključni pomen pri zagotavljanju uspešnosti podjetja. Odnosi z zaposlenimi postajajo izhodiščna točka upravljanja odnosov z zunanjimi javnostmi, pri čemer je vloga takšnih odnosov izrazitejša v storitvenem sektorju. Dejstvo je, da brez strokovno usposobljenih in motiviranih zaposlenih ni moč oblikovati kakovostne ponudbe in pri tem zadovoljiti kupce. Brez tega pa tudi storitev nima tiste dodane vrednosti, zaradi katere bi se kupec znova vračal k izbranemu ponudniku. Z magistrsko nalogo smo želeli analizirati vodenje v turističnem podjetju Terme 3000, ki pomembno vpliva na motiviranost in zadovoljstvo kontaktnega osebja v podjetju. Zanimalo nas je, ali vodje izpolnjujejo potrebe in pričakovanja kontaktnega osebja, poleg tega pa tudi ugotoviti zadovoljstvo in motiviranost kontaktnega osebja. Nadalje nas je zanimalo tudi, kako zadovoljstvo z delom, plačo, sodelavci, nadrejenimi in drugimi dejavniki vplivajo na njihovo motivacijo. Pri tem smo želeli spoznati, kateri so tisti ključni motivi, ki so za kontaktno osebje najpomembnejši. Z raziskavo je podjetje pridobilo objektivno sliko o obstoječi ustreznosti vodenja in o trenutnemu zadovoljstvu kontaktnega osebja, saj so objektivni kazalci dejanskega stanja osnova za kasnejše oblikovanje ustreznih ukrepov za izboljšanje vodenja in dviga zadovoljstva kontaktnega osebja ter s tem posledično dvigovanja nivoja kakovosti storitev.

Keywords

zaposleni;zadovoljstvo;motivacija;vodenje;človeški viri;

Data

Language: Slovenian
Year of publishing:
Source: [Maribor
Typology: 2.09 - Master's Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: L. Žvegla
UDC: 331.101.3:005
COBISS: 10642972 Link will open in a new window
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Downloads: 311
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Other data

Secondary language: English
Secondary title: The analysis of internal environment in company Terme 3000
Secondary abstract: Human resource management are becoming increasingly important factor in ensuring the success of companies and more importantly, a lot of companies are aware of this and give people a key role in ensuring its success. Relations with employees are becoming the starting point for managing relationships with external audiences, where the role of such relationships is more explicit in the service sector. Quality services cannot be developed without qualified and motivated employees and at the same time satisfy their customers. Without such a service, it is unlikely that the costumer will return to the same bidder. With the master's thesis we analyzed management in the tourism company Terme 3000, which significantly affects the motivation and the satisfaction of the contact personnel in the company. We tried to answer the question whether managers meet the needs and expectations of contact personnel and on what level is the satisfaction and motivation of the staff contact. Furthermore, we were interested in how job satisfaction, salary, colleagues, superiors and other factors affect the motivation of contact personnel. We also tried to find out what are the key motives that are most important to contact staff. With the survey, the company obtained an objective information of the existing management and current satisfaction of the contact personnel. Objective indicators of the factual state are the basis for any further improvement in leadership and contact personnel’s satisfaction and nevertheless for the increasing the level of the service quality.
Secondary keywords: motivation;employees' satisfaction;leadership;
URN: URN:SI:UM:
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 119 str., [14] str. pril.
Keywords (UDC): social sciences;družbene vede;economics;economic science;ekonomija;ekonomske vede;labour;employment;work;labour economics;organization of labour;delo;zaposlovanje;sindikati;theory and organization of work;relations between business firms and employees;teorija in organizacija dela;odnosi med podjetji in zaposlenimi;ergonomija;science and knowledge;organization;computer science;information;documentation;librarianship;institutions;publications;znanost in znanje;organizacije;informacije;dokumentacija;bibliotekarstvo;institucije;publikacije;prolegomena;fundamentals of knowledge and culture;propaedeutics;prolegomena;splošne osnove znanosti in kulture;management;menedžment;
ID: 995765