Impact of service orientation on employee satisfaction: Case study of "A" hotels

Abstract

Hotel business is a complex process whose primary goals are reflected in meeting the needs and wishes of guests. In order to achieve them, it is necessary for employees to develop an adequate service orientation, which would also contribute to job satisfaction. Consequently, in addition to theoretical examination of domestic and foreign scientific literature, the aim of this work is to examine the service orientation and satisfaction of guests within the first hotel chain on the territory of the Republic of Serbia. Well-known survey guidelines were used, which have also been recognized in foreign scientific literature. Based on previous research, and according to the results of this study, three factors within the service orientation of employees were singled out, while the scale of job satisfaction was expected to be one-dimensional. As part of the conclusion, some basic guidelines have been offered, which represent the backbone of the obtained statistical results.