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undergraduate thesis
Važnost motivacije u pružanju iznimne usluge
2015. urn:nbn:hr:137:198500
Petraković, Ines
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"

Cite this document

Petraković, I. (2015). Važnost motivacije u pružanju iznimne usluge (Undergraduate thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:198500

Petraković, Ines. "Važnost motivacije u pružanju iznimne usluge." Undergraduate thesis, University of Pula, 2015. https://urn.nsk.hr/urn:nbn:hr:137:198500

Petraković, Ines. "Važnost motivacije u pružanju iznimne usluge." Undergraduate thesis, University of Pula, 2015. https://urn.nsk.hr/urn:nbn:hr:137:198500

Petraković, I. (2015). 'Važnost motivacije u pružanju iznimne usluge', Undergraduate thesis, University of Pula, accessed 22 December 2024, https://urn.nsk.hr/urn:nbn:hr:137:198500

Petraković I. Važnost motivacije u pružanju iznimne usluge [Undergraduate thesis]. Pula: University of Pula; 2015 [cited 2024 December 22] Available at: https://urn.nsk.hr/urn:nbn:hr:137:198500

I. Petraković, "Važnost motivacije u pružanju iznimne usluge", Undergraduate thesis, University of Pula, Pula, 2015. Available at: https://urn.nsk.hr/urn:nbn:hr:137:198500

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Metadata
TitleVažnost motivacije u pružanju iznimne usluge
Title (english)The importance of motivation in providing special services
AuthorInes Petraković
MentorTea Golja (mentor)
Committee memberMorena Paulišić (član povjerenstva)
Committee memberTea Golja (član povjerenstva)
Committee memberAljoša Vitasović (član povjerenstva)
GranterUniversity of Pula
(Faculty of economics and tourism "Dr. Mijo Mirković")
Pula
Defense date and country2015-09-23, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
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.
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.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:137:198500
Study programmeTitle: Culture and Tourism
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) kulture i turizma (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) kulture i turizma)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2016-04-27 07:58:19