Identifikacija dejavnikov, ki vplivajo na gostoljubje hostes v Lutkovnem gledališču Ljubljana

magistrsko delo

Povzetek

Hitro spreminjajoče socialno okolje vedno bolj poudarja storitev "možganov". Ti za kupce skrbijo s svojo prijaznostjo, intelektualnostjo in so jim na razpolago ter v pomoč, zato nas je zanimalo, kateri so pozitivni in negativni dejavniki, ki vplivajo na gostoljubnost hostes v Lutkovnem gledališču Ljubljana. Vodje v Lutkovnem gledališču Ljubljana so se v preteklosti spraševale, kaj je tisto, kar zaposlenega na tem delovnem mestu spodbuja k večji gostoljubnosti, in kaj je tisto, kar njihovemu gostoljubju znižuje vrednost pomembnosti. Organizacije danes zaradi vedno večje konkurenčnosti na trgu prodajnih storitev, ki zahtevajo interakcijo s kupci, velik pomen pripisujejo gostoljubju. Gostoljubje je eden tistih dejavnikov, ki vpliva na organizacijo, ali bo ta s svojo storitvijo kupca zadržala in ga privabila k ponovnemu nakupu ali pa ga bo od tega popolnoma odvrnila, zato je pomembno, da poznamo ključne dejavnike, ki vplivajo na gostoljubje zaposlenih. Oseba, ki je bila s storitvijo zadovoljna, bo svojo pozitivno besedo širila naprej, prav tako lahko pozitiven vtis podjetju prinese nove potencialne zaposlene. Na gostoljubje zaposlenih vplivajo številni dejavniki, katere morajo vodje zaposlenih in celotna organizacija dobro poznati, saj se le tako lahko na tem področju izboljšujejo in posledično ohranjajo svoj kader ter zagotavljajo konkurenčnost. Zaposleni v organizacijah potrebujejo veliko pozornosti za izboljšanje morebitnih dejavnikov, ki vplivajo na gostoljubje. Raziskavo smo izvedli v Lutkovnem gledališču Ljubljana, kjer smo anketirali hostese in hostesnike, delo v hostesni službi pa opravljajo študenti in upokojenci. S pomočjo že validiranih vprašalnikov smo izdelali samostojni vprašalnik, ki smo ga preko spletne povezave posredovali vsakemu posamezniku. Za merjenje psihološkega opolnomočenja smo uporabili PEQ – Spreitzerjev vprašalnik, za merjenje organizacijske pripadnosti smo uporabili Allen in Meyerjev – OCQ, prav tako smo uporabili Spectorjev – JSS vprašalnik o zadovoljstvu z delom in vprašalnik HELS, povzet po Chu in Murrmannu, ki meri čustveno lestvico gostoljubnosti. Z anketo smo ugotavljali, kateri dejavniki gostoljubja so po mnenju hostes bistveni. V raziskavo smo vključili nekdanjo in sedanjo vodjo hostes. S pomočjo primerjalne analize intervjujev, pretekle in sedanje vodje hostes in hostesnikov v Lutkovnem gledališču Ljubljana, smo naše hipoteze in raziskovalna vprašanja lahko primerjali in podkrepili. Tako smo pridobili konkreten vpogled v njuno stališče glede na vpliv dejavnikov gostoljubja hostes v Lutkovnem gledališču Ljubljana. Ugotovili smo, kateri so pozitivni in negativni dejavniki, ki vplivajo na gostoljubje hostes. Hostese in hostesniki med dejavniki gostoljubja najbolje vrednotijo pozdrav obiskovalca z nasmehom in vzpostavitev očesnega stika. Prav tako smo ugotovili, da so si podana mnenja v intervjujih podobna, vendar kljub temu ostaja bistvena razlika v načinu vodenja. Pretekla vodja hostes je veliko pozornosti namenjala hostesam in hostesnikom ter njihovi vključenosti v samo gledališče, medtem ko je sedanja vodja bistveno bolj usmerjena v dodatna izobraževanja in pogovore. Podali smo tudi konkretne rešitve za izboljšanje gostoljubja hostes in hostesnikov v Lutkovnem gledališču Ljubljana, katere bi z implementacijo v proces dela prinesle boljše rezultate, raven gostoljubja v gledališču bi dvignile na povsem nov, zavidljiv nivo in tako ohranile visoko konkurenčnost pred drugimi gledališči. Med predlogi, ki bi po mnenju vprašanih pozitivno prispevali h gostoljubnosti hostes, so dodatna izobraževanja, večja vključenost hostes in hostesnikov v sam proces delovanja Lutkovnega gledališča Ljubljana, merjenje zadovoljstva hostes in hostesnikov itd.

Ključne besede

organizacijska klima;zaposleni;pripadnost organizaciji;delovna uspešnost;diplomske naloge;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2020
Tipologija:	2.09 - Magistrsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[T. Ćuk]
UDK:	005.7
COBISS:	19870979
Št. ogledov:	634
Št. prenosov:	105
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Identification of factors affecting the hospitality of hostes in ljubljana puppet theatre
Sekundarni povzetek:	The rapidly changing social environment the service of 'brains' is being emphasized more and more as they take care of the costumers by being available for help with knowledge and professional attitude. We wanted to find out which factors of hospitality are positive and which ones are negative in Ljubljana Puppet Theatre. In the past managers in the theatre were wondering what motivates the employee to be more hospitable and what makes their hospitality less important. Due to the number of competitors rising the companies today put a great deal of importance and focus on hospitality. Hospitality almost single-handedly determines whether the company will keep the customer and attract her to make another purchase or will it repel her from another purchase and force her to go to the competition. That's why knowing how to encourage the staff to offer the highest level of hospitality is essential. A satisfied customer will not only come back but also spread the word about the good experience she had with your company which could attract more new customers. The hospitality of employees is affected by many factors so it's essential for the management to know them and keep on improving them. That gives them the possibility of keeping the staff and keeping up with the competition. Employees need a lot of attention in order to improve possible factors that affect hospitality. The research was done in Ljubljana Puppet Theatre, where we interviewed the hosts and hostesses working as students as well as retirees. With the help of already validated questionnaires we constructed a single questionnaire using PEQ - Spector questionnaire for measuring psychological empowerment, Allen & Meyer's - OCQ Spector questionnaire to measure commitment to organizations, JSS questionnaire about work satisfaction and HELS questionnaire to measure emotional level of hospitality after Chu and Murrmann. We sent this online questionnaire to everyone participating. The survey helped us determine the most important factors that impact hospitality. Comparative analysis of the former and current managers of hosts/hostesses helped us compare and back up our hypotheses. We were able to look at the factors that impact hospitality from their point of view. We discovered the positive and negative factors that can affect the hospitality of hosts and hostesses. Greeting the customer with a smile and eye contact is valued the most. We also discovered that both former and current manager of hosts/hostesses have a similar opinion but their leading style is different. The former manager of hosts/hostesses wanted the hosts/hostesses to be included in the theatre whereas the current manager puts more emphasis on additional education and talk. We also provided specific solutions to improve the level of hospitality in Ljubljana Puppet Theatre. We think that these measures could bring better results and raise the level of hospitality in Ljubljana Puppet Theatre. That would ensure high competitiveness and even an advantage over other theatres. Some of the measures include additional education, including hosts/hostesses in the theatre's process, satisfaction measurement etc.
Sekundarne ključne besede:	hospitality;hospitality factors;hostess;organizational affiliation;seniors;
Vrsta dela (COBISS):	Magistrsko delo/naloga
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	VIII, 114 f.
ID:	11681702