Researching Connection between Service Orientation and Work Satisfaction: A Study of Hotel Employees (Novi Sad, Serbia)

Abstract

In recent years, researches of service industry put in the centre of many papers the phenomena of the relation between service orientation and work (job) satisfaction of the employees in the service sector. It have been analyzed many factors that affect the quality of hotel services and opportunities to improve service processes. One of the most important factor of service quality in the hospitality industry is service orientation of employees. On the other side, if the employees are satisfied with the work they are motivated to satisfy customer needs. The purpose of the paper is to study connections and differences among the hotel employees in service orientation and work satisfaction. To determine these issues, we used service orientation scale, developed by Dienhart, Gregoire, Downey and Knight (1992) and work satisfaction scale developed by Lytle (1994). We expected three factor solution for service orientation scale and uni-factor solution for work satisfaction. The results will be discussed and some practical recommendations will be given.

Keywords

• city type hotels
• service orientation
• work satisfaction
• hotel employees
• Novi Sad