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Professional and Organisational Commitment in the Hospitality Sector

Author

Listed:
  • Marjetka Rangus

    (University of Maribor, Faculty of Tourism, Slovenia)

  • Srðan Miloševic

    (Educons University, Faculty of Sport and Tourism, Serbia)

  • Iva Škrbic

    (Educons University, Faculty of Sport and Tourism, Serbia)

  • Bojana Radenkovic-Šošic

    (Educons University, Faculty of Sport and Tourism, Serbia)

  • Jože Hocevar

    (Terme Catež d.d, Slovenia)

  • Mladen Kneževic

    (Libertas International University, Faculty for International Relations and Diplomacy, Croatia)

Abstract

The purpose of the study is to examinewhether two differentwork commitment profiles influence service quality in the hospitality sector in Slovenia and Serbia and how the implications of the differences can be used in the tourism and hospitality industry. Combining a qualitative and quantitative approach, two new instruments were developed for this study. The first instrumentwas created on the basis of short, structured interviews with employees. Two factors explaining the two different commitment profiles were determined with statistical analysis and with themethod of clustering, four dimensions of commitment profiles formingwere extracted. The second instrument was developed on the basis of existing evaluation forms for employees in the tourism industry and interviews with leading and middle managers of hotels. The findings of the study show that there is a small proportion of professionallyoriented employees in the tourism sector, and the difference among employees is evident in the ranking of working values. These results could be useful formanagers in planning and organising their human resources and also in planning further development of their companies’ human resource policies. The original contribution of the article is the ranking of working values and the perception of quality work by employees in the hospitality sector. The study also reveals new evidence on different types of commitment profiles.

Suggested Citation

  • Marjetka Rangus & Srðan Miloševic & Iva Škrbic & Bojana Radenkovic-Šošic & Jože Hocevar & Mladen Kneževic, 2020. "Professional and Organisational Commitment in the Hospitality Sector," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 13(2), pages 179-191.
    • Handle: RePEc:prp:jattij:v:13:y:2020:i:2:p:179-191
    DOI: 10.26493/2335-4194.13.179-191
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    References listed on IDEAS

    as
    1. Dhar, Rajib Lochan, 2015. "Service quality and the training of employees: The mediating role of organizational commitment," Tourism Management, Elsevier, vol. 46(C), pages 419-430.
    2. Houge Mackenzie, Susan & Kerr, John H., 2013. "Stress and emotions at work: An adventure tourism guide's experiences," Tourism Management, Elsevier, vol. 36(C), pages 3-14.
    3. Baum, Tom, 2015. "Human resources in tourism: Still waiting for change? – A 2015 reprise," Tourism Management, Elsevier, vol. 50(C), pages 204-212.
    4. Susana Silva & Dora Martins, 2016. "Human Resource Management in Hotel Units: The Portuguese Case," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 9(1), pages 5-18.
    5. Sarah Brown & Jolian McHardy & Robert McNabb & Karl Taylor, 2011. "Workplace Performance, Worker Commitment, and Loyalty," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 20(3), pages 925-955, September.
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    Cited by:

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