酒店行业员工个性对顾客关注的影响:工作动机的作用——酒店行业员工个性、顾客关注和动机

IF 0.5 4区管理学 Q4 MANAGEMENT

Journal of East European Management Studies Pub Date : 2021-01-01 DOI:10.5771/0949-6181-2021-2-243

S. Kovačić, M. Knežević, T. Jovanović

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引用次数: 0

摘要

本文以诺维萨德(塞尔维亚)203名酒店员工为样本，研究了人格特质、顾客关注和工作动机之间的关系。结果表明，内在动机在外向性对顾客关注的影响中存在中介作用，在神经质对顾客关注的影响中也存在中介作用。研究还发现，外在动机和内源性调节对友善性对顾客关注的影响有调节作用。本文的研究结果将有助于管理者塑造以客户为导向的员工形象。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The effect of employees’ personality on customer focus in the hotel industry: the role of work motivation – Personality, customer focus and motivation in the hotel industry

The paper examines the relationship between personality traits, customer focus and work motivation based on the sample of 203 hotel employees in Novi Sad (Serbia). The results show the existence of the mediating effect of Intrinsic motivation on the effect of Extraversion on Customer focus, as well as on the effect of Neuroticism on Customer focus. The study also indicates that Extrinsic motivation and Identified and Introjected regulation have a moderating effect on the effect of Agreeableness on Customer focus. The findings of the paper will assist managers to shape an employee profile that will be customer-oriented.

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来源期刊

Journal of East European Management Studies MANAGEMENT-

CiteScore

1.20

自引率

14.30%

发文量

期刊介绍： The Journal of East European Management Studies (JEEMS) aims to promote dialogue and cooperation among scholars from all countries who seek to examine, explore and explain the behaviour and practices of management within the transforming societies of Central and Eastern Europe.