Impact of innovations on service orientation of employees in the hotel management

Abstract

The characteristics of the hospitality related to the presence of tangible and non-tangible components, mutual interaction and simultaneous provision and use of services, point out the importance of employee service orientation. It is believed that the competitiveness of the company is made up of creative human resources, which will, through the introduction of products, services and processes, make the basis of successful economic development. Innovations, with the knowledge that enables them, become the most important source of market success and sustainable competitive advantage. For the purposes of this study, with theoretical approximation, a concrete research is carried out on the impact of innovations on the service orientation of employees in selected hotels on the territory of the Republic of Serbia. The survey was conducted in hotels with 3*, 4* and 5*, from January 2016 to July 2017. The results of the research presented how and to what extent introduction of innovation in hotel industry influences the work and motivation of employees in providing services to consumers, in what way innovations facilitate the work of employees and what kind of impact they have on the level of work commitment.

Keywords

• service orientation
• innovations
• hotel management