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The effect of employees’ personality on customer focus in the hotel industry: the role of work motivation – Personality, customer focus and motivation in the hotel industry

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  • Kovačić, Sanja
  • Knežević, Milena Nedeljković
  • Jovanović, Tamara

Abstract

The paper examines the relationship between personality traits, customer focus and work motivation based on the sample of 203 hotel employees in Novi Sad (Serbia). The results show the existence of the mediating effect of Intrinsic motivation on the effect of Extraversion on Customer focus, as well as on the effect of Neuroticism on Customer focus. The study also indicates that Extrinsic motivation and Identified and Introjected regulation have a moderating effect on the effect of Agreeableness on Customer focus. The findings of the paper will assist managers to shape an employee profile that will be customer-oriented.

Suggested Citation

  • Kovačić, Sanja & Knežević, Milena Nedeljković & Jovanović, Tamara, 2021. "The effect of employees’ personality on customer focus in the hotel industry: the role of work motivation – Personality, customer focus and motivation in the hotel industry," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 26(2), pages 243-274.
    • Handle: RePEc:nms:joeems:10.5771/0949-6181-2021-2-243
    DOI: 10.5771/0949-6181-2021-2-243
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