THE IMPACT OF EMPLOYEE SATISFACTION ON THE TOURIST SATISFACTION WITH THE SERVICES OF SPA TOURISM
DOI:
https://doi.org/10.5937/ekoPolj1802617PKeywords:
employee satisfaction, quality of service, tourist satisfaction, spa tourismAbstract
The quality of employees work in the tourism industry depends primarily on their job satisfaction. This has directed the subject of the research in this paper to examine the impact of employee satisfaction on tourist satisfaction with the services of spa tourism in the Republic of Serbia. Research was conducted using the survey method, the questionnaire technique, in Lukovska Spa, based on a sample of 125 respondents, of which 55 were employees and 70 tourists / guests in hotels "Jelak" and "Kopaonik". The most important fnding of the research is related to the correlation between the employee satisfaction and the tourist satisfaction with the quality of service in Lukovska Spa, which confrmed the hypothesis of the direct and positive impact of employee satisfaction on the tourist satisfaction with the quality of services. Employee satisfaction has a positive impact on the quality of the service, which directly affects the tourist satisfaction with the quality of the services provided.
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References
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26. Sageer, A., Rafat, S., & Agarwal, P. (2012). Identifcation of variables affecting employee satisfaction and their impact on the organization. IOSR Journal of business and management, 5(1), 32-39.
27. Singh, J. K., & Jain, M. (2013). A Study of employees job satisfaction and its impact on their performance. Journal of Indian research, 1(4), 105-111.
28. Statt, D. A. (2004). The Routledge dictionary of business management. Routledge Publishing, Detroit.
29. Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of applied Psychology, 70(3),
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32. Vrtiprah, V., & Sladoljev, J. (2012). The impact of employee satisfaction on the qualuty of products and service in the hotel company. Economic Thought and Practice, 21(1), 97. [in Croatian: Vrtiprah, V., & Sladoljev, J. (2012). Utjecaj zadovoljstva zaposlenika na kvalitetu proizvoda i usluga u hotelskom
poduzecu].
33. Wangenheim, F. V., Evanschitzky, H., & Wunderlich, M. (2007). Does the employee–customer satisfaction link hold for all employee groups?. Journal of Business Research, 60(7), 690-697,doi: 10.1016/j.jbusres.2007.02.019
34. Yee, R. W., Yeung, A. C., & Cheng, T. E. (2008). The impact of employee satisfaction on quality and proftability in high-contact service industries.Journal of operations management, 26(5), 651-668, doi: 10.1016/j.jom.2008.01.001
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2. Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and fnancial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253, doi: 10.1016/j.ijhm.2008.08.003
3. Christen, M., Iyer, G., & Soberman, D. (2006). Job satisfaction, job performance, and effort: A reexamination using agency theory. Journal of Marketing, 70(1), 137-150, doi: 10.1509/jmkg.2006.70.1.137
4. Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277-297, doi: 10.1016/S0278-4319(01)00006-8
5. Davis, K., & Newstrom, J. W. (1989). Human behavior at work: Organizational behavior. McGraw-Hill, New York.
6. Drinić, D., Vranješ, M., & Gašević, D. (2014). Consumer loyalty in retailing. Škola biznisa, (2), 91-106. [in Serbian: Drinić, D., Vranješ, M., & Gašević, D. (2014). Koncept lojalnosti potrošača u prodaji].
7. Đokić, T., Pepur, M., & Arnerić, J. (2015). The impact of employee satisfaction on customer satisfaction in fnancial services market. Economic Thought and Practice, (1), 49-79. [in Croatian: Đokić, T., Pepur, M., & Arnerić, J. (2015). Utjecaj zadovoljstva zaposlenika na zadovoljstvo korisnika na tržištu
fnancijskih usluga].
8. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44, doi: 10.1108/EUM0000000004784
9. González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of business research, 60(2), 153-160, doi: 10.1016/j. jbusres.2006.10.014
10. Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis. Journal of applied psychology, 87(2), 268.
11. Hunt, H. K. (Ed.). (1977). Conceptualization and measurement of consumer satisfaction and dissatisfaction (No. 77-103). Marketing Science Institute, Massachusets.
12. Jeon, H., & Choi, B. (2012). The relationship between employee satisfaction and customer satisfaction. Journal of Services Marketing, 26(5), 332-341, doi: 10.1108/08876041211245236
13. Jung, H. S., & Yoon, H. H. (2013). Do employees satisfed customers respond with an satisfactory relationship? The effects of employees satisfaction on customers satisfaction and loyalty in a family restaurant. International Journal of Hospitality Management, 34, 1-8, doi:10.1016/j.ijhm.2013.02.003
14. Koys, D. J. (2003). How the achievement of human-resources goals drives restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 44(1), 17-24, doi:10.1177/0010880403441002
15. Laškarin Ažić, M. (2017). The impact of hotel employee satisfaction on hospitability performance. Tourism and hospitality management, 23(1), 105- 117, doi: 10.20867/thm.23.1.8
16. Lawler, E. E., & Porter, L. W. (1967). The effect of performance on job satisfaction. Industrial relations: A journal of Economy and Society, 7(1), 20- 28, doi: 10.1111/j.1468-232X.1967.tb01060.x
17. Lease, S. H. (1998). Annual review, 1993–1997: Work attitudes and outcomes. Journal of Vocational Behavior, 53(2), 154-183, doi: 10.1006/ jvbe.1998.1662
18. Locke, E. A. (1976). The nature and causes of job satisfaction. Handbook of industrial and organizational psichology.The nature and causes of job satisfaction: Handbook of industrial and organizational psichology, 1297–1349.
19. Miljković, S. (2007). Motivation of employees and behavior modifcation in health care organizations. Acta medica Medianae, 46(2), 53-62. [in Serbian: Miljković, S. (2007). Motivacija zaposlenih i modifkovanje ponašanja u zdravstvenim organizacijama].
20. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469, doi: 10.2307/3150499
21. Pavlović, M., & Marković, D. (2014). Theoretical approach to employee satisfaction and motivation. Vojno delo, 1, 289-302. [in Serbian: Павловић, М., & Марковић, Д. (2014). Теоријски приступ задовољству послом и мотивацији запослених].
22. Perić, G., Gašić, M., Stojiljković, M., & Ivanović, V. (2017). Perspectives of development of spa tourism in Serbia. Journal of Awareness, 2, 597-614.
23. Perić, G., Gašić, M., Ivanović, V., & Stojiljković, M. (2015). Employee satisfaction in destinations of spa tourism in Serbia. Bizinfo (Blace), 6(2), 1-15. [in Serbian: Перић, Г., Гашић, М., Ивановић, В., & Стојиљковић, М. (2015). Задовољство запослених у бањским туристичким дестинацијама Србије]
doi: 10.5937/BIZINFO1502001P
24. Perić, G., (2014). Rewarding in order to increase satisfaction and motivation of employees in the spa tourism centers (Unpublished specialists thesis). University of Belgrade, Faculty of Organisational Sciences, Belgrade. [in Serbian: Перић, Г., (2014). Награђивање у функцији повећања задовољства и мотивације запослених у бањским туристичким центрима].
25. Spinelli, M. A., & Canavos, G. C. (2000). Investigating the Relationship between Employee Satisfaction and Guest Satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 41(6), 29-33, doi: 10.1177/001088040004100604
26. Sageer, A., Rafat, S., & Agarwal, P. (2012). Identifcation of variables affecting employee satisfaction and their impact on the organization. IOSR Journal of business and management, 5(1), 32-39.
27. Singh, J. K., & Jain, M. (2013). A Study of employees job satisfaction and its impact on their performance. Journal of Indian research, 1(4), 105-111.
28. Statt, D. A. (2004). The Routledge dictionary of business management. Routledge Publishing, Detroit.
29. Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of applied Psychology, 70(3),
30. Sekulić, D., (2016). Quality in the function of providing satisfaction of the hotel service users (Unpublished doctoral dissertation). University of Kragujevac, Faculty of Economics, Kragujevac. . [in Serbian: Секулић, Д., (2016). Квалитет у функцији обезбеђивања сатисфакције корисника хотелијерских услуга].
31. Topalović, S., (2013). State and prospects of spa tourism in Serbia . Globus, 37, 38, 123-134. [in Serbian: Топаловић, С., (2013). Стање и перспективе бањског туризма у Србији].
32. Vrtiprah, V., & Sladoljev, J. (2012). The impact of employee satisfaction on the qualuty of products and service in the hotel company. Economic Thought and Practice, 21(1), 97. [in Croatian: Vrtiprah, V., & Sladoljev, J. (2012). Utjecaj zadovoljstva zaposlenika na kvalitetu proizvoda i usluga u hotelskom
poduzecu].
33. Wangenheim, F. V., Evanschitzky, H., & Wunderlich, M. (2007). Does the employee–customer satisfaction link hold for all employee groups?. Journal of Business Research, 60(7), 690-697,doi: 10.1016/j.jbusres.2007.02.019
34. Yee, R. W., Yeung, A. C., & Cheng, T. E. (2008). The impact of employee satisfaction on quality and proftability in high-contact service industries.Journal of operations management, 26(5), 651-668, doi: 10.1016/j.jom.2008.01.001
35. UNWTO, (2011). Master plan of sustainable rural tourism in Serbia. [in Serbian: UNWTO (2011). Мастер план одрживог развоја руралног туризма у Србији], https://futurehospitalityleaders.fles.wordpress.com/2012/11/masterplan-odrzivog-razvoja-ruralnog-turizma-u-srbiji.pdf (December 24, 2017).
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Published
2018-06-27
How to Cite
Perić, G., Gašić, M., Stojiljković, M., & Nešić, I. (2018). THE IMPACT OF EMPLOYEE SATISFACTION ON THE TOURIST SATISFACTION WITH THE SERVICES OF SPA TOURISM. Economics of Agriculture, 65(2), 617–632. https://doi.org/10.5937/ekoPolj1802617P
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