publication . Article . Other literature type . 2017

Uslužna orijentacija zaposlenih u restoranima

Gagić, Snježana; Vuković-Jovičić, Ana; Petrović, Marko D.;
Open Access English
  • Published: 01 Jan 2017 Journal: Turističko Poslovanje (issn: 0354-3099, eissn: 2560-3361, Copyright policy)
  • Publisher: Visoka turistička škola strukovnih studija, Beograd
Abstract
The service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. Service orientation has been characterized as the disposition of employees to be helpful, thoughtful, considerate, and co-operative towards customers. Customer-oriented behaviors include: helping customers; helping customers to assess their needs; offering service that will satisfy those needs; describing services accurately; avoiding deceptive manipulations; and avoiding the use of high-pressure tactics. Service orientation should be understood as a major vehicle in which managers have established differentiation among competing companie...
Subjects
free text keywords: restaurant, service orientation, service quality, Recreation. Leisure, GV1-1860, Competitive advantage, Marketing, Server, Service-orientation, Loyalty, media_common.quotation_subject, media_common, Bartenders, media_common.cataloged_instance, Business, Perception
Funded by
MESTD| Geography of Serbia
Project
  • Funder: Ministry of Education, Science and Technological Development of Republic of Serbia (MESTD)
  • Project Code: 47007
  • Funding stream: Integrated and Interdisciplinary Research (IIR or III)
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publication . Article . Other literature type . 2017

Uslužna orijentacija zaposlenih u restoranima

Gagić, Snježana; Vuković-Jovičić, Ana; Petrović, Marko D.;