publication . Article . Other literature type . 2017

The impact of hotel employee satisfaction on hospitability performance

Laškarin Ažić, Marina;
Open Access
  • Published: 04 May 2017 Journal: Tourism and hospitality management, volume 23, pages 105-117 (issn: 1330-7533, eissn: 1847-3377, Copyright policy)
  • Publisher: Journal of Tourism and Hospitality Management
Purpose − The hospitality industry is characterized by the complexity of managing guest experiences, which forces human resources managers to find new ways of managing relationships with employees and guests. Good relations in an organization (often displayed by organizational culture) are the main incentive for stimulating positive behavior among employees. The purpose of this paper is to examine factors related to employee satisfaction and hospitality in order to understand positive behavior in organizations. Design – Regarding the theory assumptions, the research tests premises about causal relationship between exogenous (3 types of satisfaction inside the or...
free text keywords: Tourism, Leisure and Hospitality Management, Job satisfaction; hospitality; employee – management relations; coworker relations
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