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Satysfakcja zawodowa a poziom wykonania pracy – implikacje dla postrzegania jakości usług przez konsumentów. Przypadek hoteli Trójmiasta

100%
Grobelna A.
Handel Wewnętrzny
|
2015
|
issue 2 (355)
142-159
PL
Artykuł ma charakter badawczy, a celem rozważań jest ukazanie roli i znaczenia satysfakcji pracowników dla kształtowania pożądanych postaw i zachowań konsumentów na rynku usług hotelarskich. Problemem badawczym jest próba poszukiwania odpowiedzi na pytanie, czy istnieje zależność między satysfakcją zawodową a kreatywnością zasobów ludzkich, a w jej konsekwencji z poziomem wykonania pracy przez personel badanych hoteli. Powyższa zależność może mieć swoje przełożenie na postrzeganą przez nabywców jakość świadczonych usług, a w rezultacie na satysfakcję i lojalność klientów. Zastosowane metody badawcze to krytyczna analiza literatury przedmiotu dotycząca podjętej problematyki oraz badania empiryczne przeprowadzone metodą ankiety w dwóch trójmiejskich hotelach. Przeprowadzone badania mają charakter studium przypadku, a ich rezultaty ukazują, że drogą do uzyskania usatysfakcjonowanych i lojalnych odbiorców może być m.in. umacnianie satysfakcji pracowników, którzy, poprzez swoją kreatywność i sposób wykonania pracy, mogą wykreować dodatkową wartość i użyteczność dla klienta. Wyniki pracy ukazały istotny związek między satysfakcją a kreatywnością zasobów ludzkich, a w jej wyniku z poziomem wykonania pracy. Z udowodnienia tej zależności można wyprowadzić potrzebę i kierunek dalszych badań empirycznych, które pozwoliłyby zweryfikować, postawione w pracy założenie, że istnieje zależność między wykonaniem pracy przez personel hotelu a postrzeganą jakością usług i jej konsekwencjami dla postaw i zachowań konsumentów na rynku.
EN
The article is of the research nature, and an aim of considerations is to present the role and importance of employees’ satisfaction for shaping the desired consumers’ attitudes and behaviours in the market for hotel services. The research issue is an attempt to find an answer to the question whether there exist any dependence between professional satisfaction and creativeness of human resources and, as result, with the level of job performance by the personnel of the hotels surveyed. The above-mentioned dependence may be translated into the perceived by purchasers quality of the services being provided and, in result, into clients’ satisfaction and loyalty. The applied research methods are: a critical review of the subject literature concerning the undertaken problems and empirical research carried out by the method of survey at two Tricity hotels. The carried out research is of the case study nature and its results show that the way to win satisfied and loyal customers may be, inter alia, reinforcing satisfaction of employees who, through their creativity and way of job performance, may have created surplus-value and usefulness for the client. The research findings showed an important connection between satisfaction and creativeness of human resources and, in result thereof, with the level of job performance. Proof of that dependence may provide for the need and direction of further empirical surveys that would allow for verification of the made in the article assumption that there exists dependence between job performance by the hotel personnel and the perceived quality of services and consequences thereof for consumers’ attitudes and behaviours in the market.
RU
Статья имеет исследовательский характер, a цель рассуждений – указать роль и значение удовлетворения работников для формирования желательного отношения и поведения потребителей на рынке услуг гостиниц. Исследова- тельской проблемой является попытка найти ответ на вопрос, существует ли зависимость между профессиональным удовлетворением и созидательностью людских ресурсов и, в результате, уровнем выполнения работы персоналом обследованных гостиниц. Вышеуказанная зависимость может отражаться на воспринимаемом покупателями качестве оказываемых услуг и, в результате, на удовлеторении и лояльности клиентов. Примененные исследовательские методы: критический анализ литературы предмета, касающийся предпринятой проблематики, а также эмпирические обследования, проведенные по методу опроса в двух гостиницах Труймяста. Проведенные обследования имеют характер изучения конкретного случая, а их результаты показывают, что путем к заполучению удовлетворенных и лояльных клиентов может быть, в частности, укрепление удовлетворения работников, которые, благодаря своей созидательности и способу выполнения работы, могут создать дополнительную стоимость и пригодность для клиента. Результаты работы указали существенную связь между удовлетворением и созидательностью людских ресурсов и в результате с уровнем выполнения работы. Из доказания этой зависимости можно вывести потребность и направление дальнейших эмпирических исследований, которые позволили бы проверить поставленное в работе предположение, что существует зависимость между выполнением работы персоналом гостиницы и воспринимаемым качеством услуг и ее последствиями для отношения и поведения потре- бителей на рынке.
2
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Role Ambiguity: a Problem or a Challenge Facing Contemporary Hospitality Industry. The Critical Role of Employees’ Creativity

100%
Grobelna A.
International Journal of Contemporary Management
|
2015
|
vol. 14
|
issue 3
PL
Background. Delivering exceptional service experience and creating customer satisfaction and loyalty seems to be crucial for survival of a hotel organization and success in today’s highly competitive market. Gaining competitive advantage requires extreme responsiveness and sensitivity from hotel employees towards guests and treating them in a very individual manner. This may make rigid service scripts prevent maintaining this flexibility, which often leads to serious problems connected with role ambiguity experienced by employees. Research aims. This study attempts to seek an answer to the question: how to minimize the role ambiguity experienced by hotel staff. Therefore, the relationship between hotel employees’ creativity and role ambiguity is analyzed. Additionally, selected conditions that promote employee’s creative performance are also investigated.Methodology. In order to achieve the study aim, the literature review, including empirical findings of previous studies, and empirical research based on a survey method were employed. The study was conducted among all hotel employees having direct face-to-face and voice-to-voice interactions with hotel guests, working in two hotels located in the Pomeranian Voivodeship, precisely in Tricity, as the tourist destination of Northern Poland.Key findings. The results showed a negative and significant correlation between employee creativity and role ambiguity. It may confirm that in the face of dynamically changing customer needs and preferences, employees’ creativity when serving customers may lead to reducing employees’ uncertainty how to perform effectively to provide outstanding service. The findings also revealed that both employees’ intellect/imagination (as a personality variable) and skill variety (as a job characteristic) should be taken into account to increase creativity in the workplace, as both of them positively related to hotel employees’ creativity in this study. Despite the fact that the study findings should not be generalized, the results provide some important information for substantive discussion and a context for a wider range of further studies. Discussion and managerial implications were also provided and directions for future research were formulated.
3

Intercultural Challenges Facing the Hospitality Industry. Implications for Education and Hospitality Management

100%
Grobelna A.
Journal of Intercultural Management
|
2015
|
vol. 7
|
issue 3
101-117
EN
Hospitality organizations which are increasingly operating internationally create real challenges for their employees and managers to interact and effectively work with people from different cultural environments. Many problems may relate to intercultural communication between managers and employees as well as between employees and hotel guests from different cultural backgrounds. Therefore, the issue of intercultural communication has recently had an increasing reach in the hospitality industry. Cultural awareness, sensitivity and understanding of cultural differences should be perceived as a critical issue for business success. Therefore, the following questions still need answers from both academics and the business: What kind of challenges does the hospitality industry face in view of the multicultural diversity of its markets? What kind of managers’ skills and abilities, particularly in the case of entry-level managers, are strongly needed today to manage effectively multicultural hospitality workforce? And how may educational programs influence intercultural competence development of tourism and hospitality students to interact effectively in a multicultural environment. The aim of the study is to show that cultural diversity of hotel employees and guests may create unique challenges of cross-cultural service encounters, which may provide an opportunity for service differentiation. The research problem is to find answers to the questions: how may the challenges that emerge from cross-cultural interactions become a source of hotel competitiveness and how may the educational process contribute to the intercultural competence development, to recruit employees who will be able to operate successfully in a multicultural hospitality environment. The study problem is discussed in the context of literature review and the previous research conducted in the hospitality setting. Implications for practitioners and educators are also delivered.
4

Tourism Product as a Tool Shaping Cross-cultural Approach in Marketing

63%
Marciszewska B., Grobelna A.
Journal of Intercultural Management
|
2015
|
vol. 7
|
issue 2
125-134
EN
One of the earlier definitions of cross-cultural management focuses on its behavioral aspects and underlines an importance of interaction of people from different cultures. “Cross-cultural management is the study of the behavior of people in organizations located in cultures and nations around the world” [Adler 1983, p. 226]. This definition is based on the description of organizational behavior within countries and cultures on one hand and of organizational behavior across countries and cultures on another. Peoples from different countries often work together in the same environment creating specific interactions but they can also built special relationships during their leisure time. Looking at the particular subject of management from this perspective it is possible to notice that tourism products have quite big potential for creating cross-cultural interactions when services are produced in different cultures or/and consumed in different cultural context. It is mainly connected with a simultaneous production and consumption on the one hand and consumer’s participation in both processes on the other hand. Tourism products posses an additional feature which creates a cross-cultural dimension in both production and consumption: movement (traveling) between different cultural environments which is a source of different cultural experiences; they have to be recognized a priori to be placed on the market with the tourism product. On the other hand tourism services have to be produced according to identified consumer expectations in different cultures. The aim of the study is to present selected aspects of tourism products which can create cross-cultural interactions and require a special managerial marketing approach. This article discusses an impact of cultural diversity on organizational behavior in international tourism and on consumer behavior in cultural tourism with a special focus on cross-cultural interactions in consumption of tourism products. This is connected with the fact that tourism products are produced and consumed by tourists in different cultures; this relationship can create specific interactions of many types. The main research method applied is a literature review on cultural tourism and marketing.
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