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ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS

Year 2012, Volume: 4 Issue: 1, 103 - 112, 01.06.2012

Mislim Zendeli Blagica Rizoska Tulov

Abstract

This paper, beside its extensive coverage of the theory of organizational behavior, focuses on conducting an empirical research to determine the differences in perceptions of the employees employed in the hotel industry in Macedonia. By using a sample of 96 individuals aged from 20 to 65 years (56% employees, 44% managers and 35% females and 65% males), gender and work position have been confirmed as relevant variables that contribute to the organizational behavior in the hotel business in Macedonia. The study determinate the need of taking care for human resources and should give further directions to the managers from the hotel industry in Macedonia to lead their highly worth employees by using a human approaches and by giving a constant support for growth and development of each individual

Keywords

organizational behaviour hotel business tourism

References

  • Anderson, W. and Sullivan, W. (1993). "The Antecedents and Consequences of Customer Satisfaction,” Marketing Science. p.125-143. Berry, L. and Bendapudi, N. (2003). Clueing in customers. Harvard Review of Business, 81(2), p.100-106.
  • Bolton, N. and Drew, J. (1991). "A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes," Journal of Marketing. 55 (1). p. 1-10.
  • Grönroos, C. (2006). ‘What Can a Service Logic Offer Marketing Theory? The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions. 6(3). p. 354-364.
  • Harris, C. and Goode, M. (2004). “The four levels of loyalty and the pivotal role of trust: A study of online service dynamics,” Journal of Retailing, 80, p.139-158. Kotler, P. (2002). ‘’When to use CRM and When to forget it?’’ Academy of Marketing Science, 1(2). p.81-88
  • Krishnan, B. C. and Hartline M. D. (2011). CSR and Service Brand: The Mediating effect of Brand Identification and Moderating effects of Service Quality. Journal of Business Ethics. 100 (4).p. 673-688 Ravald, A. and Grönroos, C. (1996) "The value concept and relationship marketing", European Journal of Marketing. 30 (2), p.19 - 30
  • Sharma, A. and Stafford, T. (2000), The effect of Retail Atmosphere on Customer's perceptions of Salespeople and Customer Persuasion: An Empirical Investigation, Journal of Business Research. 49(2), p.183-191
  • Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993). The Nature and
  • Determinants of Customer Expectations of a Service. Journal of the Academy of
  • Marketing Science. 21(1), p. 1-12.

Year 2012, Volume: 4 Issue: 1, 103 - 112, 01.06.2012

Mislim Zendeli Blagica Rizoska Tulov

Abstract

References

  • Anderson, W. and Sullivan, W. (1993). "The Antecedents and Consequences of Customer Satisfaction,” Marketing Science. p.125-143. Berry, L. and Bendapudi, N. (2003). Clueing in customers. Harvard Review of Business, 81(2), p.100-106.
  • Bolton, N. and Drew, J. (1991). "A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes," Journal of Marketing. 55 (1). p. 1-10.
  • Grönroos, C. (2006). ‘What Can a Service Logic Offer Marketing Theory? The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions. 6(3). p. 354-364.
  • Harris, C. and Goode, M. (2004). “The four levels of loyalty and the pivotal role of trust: A study of online service dynamics,” Journal of Retailing, 80, p.139-158. Kotler, P. (2002). ‘’When to use CRM and When to forget it?’’ Academy of Marketing Science, 1(2). p.81-88
  • Krishnan, B. C. and Hartline M. D. (2011). CSR and Service Brand: The Mediating effect of Brand Identification and Moderating effects of Service Quality. Journal of Business Ethics. 100 (4).p. 673-688 Ravald, A. and Grönroos, C. (1996) "The value concept and relationship marketing", European Journal of Marketing. 30 (2), p.19 - 30
  • Sharma, A. and Stafford, T. (2000), The effect of Retail Atmosphere on Customer's perceptions of Salespeople and Customer Persuasion: An Empirical Investigation, Journal of Business Research. 49(2), p.183-191
  • Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993). The Nature and
  • Determinants of Customer Expectations of a Service. Journal of the Academy of
  • Marketing Science. 21(1), p. 1-12.
There are 9 citations in total.

Details

Other ID JA37YG26TN
Journal Section Articles
Authors

Mislim Zendeli This is me

Blagica Rizoska Tulov This is me

Publication Date June 1, 2012
Published in Issue Year 2012 Volume: 4 Issue: 1

Cite

APA Zendeli, M., & Tulov, B. R. (2012). ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS. International Journal of Business and Management Studies, 4(1), 103-112.
AMA Zendeli M, Tulov BR. ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS. IJBMS. June 2012;4(1):103-112.
Chicago Zendeli, Mislim, and Blagica Rizoska Tulov. “ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS”. International Journal of Business and Management Studies 4, no. 1 (June 2012): 103-12.
EndNote Zendeli M, Tulov BR (June 1, 2012) ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS. International Journal of Business and Management Studies 4 1 103–112.
IEEE M. Zendeli and B. R. Tulov, “ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS”, IJBMS, vol. 4, no. 1, pp. 103–112, 2012.
ISNAD Zendeli, Mislim - Tulov, Blagica Rizoska. “ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS”. International Journal of Business and Management Studies 4/1 (June 2012), 103-112.
JAMA Zendeli M, Tulov BR. ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS. IJBMS. 2012;4:103–112.
MLA Zendeli, Mislim and Blagica Rizoska Tulov. “ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS”. International Journal of Business and Management Studies, vol. 4, no. 1, 2012, pp. 103-12.
Vancouver Zendeli M, Tulov BR. ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS. IJBMS. 2012;4(1):103-12.