undergraduate thesis
The importance of motivation in providing special services

Ines Petraković (2015)
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"
Metadata
TitleVažnost motivacije u pružanju iznimne usluge
AuthorInes Petraković
Mentor(s)Tea Golja (thesis advisor)
Abstract
Upravljanje ljudskim potencijalima igra važnu ulogu u suvremenom menadžmentu. Motivacija i zadovoljstvo zaposlenika jedna je od osnovnih zadaća menadžmenta ljudskih potencijala. Suvremeni menadžeri postali su svjesniji, koliko je važno kvalitetno upravljanje ljudskim resursima. Kvalitetno upravljanje ljudskim potencijalima je preduvjet dugoročnog uspjeha svake kompanije. Što je veća razina motivacije zaposlenika, usluge ili proizvodi bit će kvalitetniji. Važnost motivacije zaposlenika najviše je izražena u turističkom sektoru. Turizam je uslužna djelatnost, gdje je gost u središtu pažnje. Kvaliteta usluga i zadovoljstvo gostiju ponajviše ovisi o zaposlenicima. Kvaliteta hotelske usluge odraz je organizacijse kulture. Kako se zaposlenici odnose prema gostima, refleksija je njihova odnosa sa poslodavcem. Poslodavac se mora brinuti o zadovoljstvu zaposlenika, odnosno njihovoj motivaciji, nagrađivanju i stručnom usavršavanju. Mnoge suvremene hotelsko – turističke organizacije pribjegavaju internim i eksternim treninzima kojima zaposlenike uče da nema ničega važnijeg od gosta i da shvate ključne prednosti pružanja iznimne usluge. Za postizanje visoke razine kvalitete usluga proces odlučivanja temelji se na timskom radu, suradnji i zadovoljstvu zaposlenika te zahtjevima i željama gostiju. U Hrvatskoj primjer najbolje prakse je turistička kompanija Valamar hoteli i ljetovališta, koja je devet godina za redom nagrađivana za kvalitetno upravljanje ljudskim potencijalima.
Parallel title (English)The importance of motivation in providing special services
Committee MembersMorena Paulišić (committee member)
Tea Golja (committee member)
Aljoša Vitasović (committee member)
GranterUniversity of Pula
Lower level organizational unitsFaculty of economics and tourism "Dr. Mijo Mirković"
PlacePula
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Trade and Tourism
Study programme typeuniversity
Study levelundergraduate
Study programmeCulture and Tourism
Academic title abbreviationuniv. bacc. turism. cult.
Genreundergraduate thesis
Language Croatian
Defense date2015-09-23
Parallel abstract (English)
Human resources management plays an important role in contemporary management. Motivation and employee satisfaction is one of the basic tasks of human resources management. Modern managers have become more aware of the importance of quality human resources management. Quality management of human resources is a prerequisite for longterm success of any company. Higher motivation of employees means higher quality of services and products. The importance of employee motivation is most expressed in the tourism industry. Tourism is a service industry where the main focus is on customers. Quality of service and guest satisfaction mostly depends on employees. The quality of hotel services is a reflection of the organizational culture. How employees treat guests is reflection of their relationship with the employer. The employer must take care of employee satisfaction, their motivation, rewarding and professional training. Many of the modern hospitality and tourism organizations resort to internal and external training where employees learn the importance of customer satisfaction and the key advantages of providing exceptional service. To achieve a high level of service quality decision-making process is based on teamwork, collaboration, employee satisfaction and demands and wishes of guests. Tourist company Valamar Hotels and Resorts is the best example of such practice in Croatia. It was awarded nine years in a row for quality human resources management.
Parallel keywords (Croatian)motivacija zaposlenika upravljanje Valamar d.d. pružanje usluga
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:137:198500
CommitterBarbara Dušan