Uwarunkowania postaw wobec pracy w gospodarce turystycznej w kontekście kreowania kapitału klienta

Abstract

The success of contemporary tourism organizations depends on their employees, who are ready to contribute to building customer capital, which is the main source of enterprise value growth. According to the service profit chain, employees who are satisfied with their work environment tend to stay with the employer and are more productive, and their attitudes and behaviors are conducive to delivery of high quality services. External service value enhances customer satisfaction, which leads to long-term relationships and, consequently, improves profitability of business. The purpose of the paper is to examine relationships among internal service quality, job satisfaction, work engagement and loyalty toward employer. The study was conducted with a group of 768 operational employees in the tourism industry. Research revealed that the degree to which the needs of individuals are fulfilled by rewards in the work environment is linked to work engagement and turnover intentions and that these relationships are mediated by job satisfaction. Identified relations demonstrate the importance of internal service quality improvement in the tourism industry.

Keywords

• work attitudes
• customer capital
• service profit chain
• tourism industry