TY  - JOUR
AU  - Petrović, Marko D.
AU  - Јоvanović, Tamara
AU  - Marković, Jelica J.
AU  - Armenski, Tanja
AU  - Marković, Vladimir
PY  - 2014
UR  - https://dais.sanu.ac.rs/123456789/1084
AB  - In this article we examine the gender differences among hotel employees in service orientation and job satisfaction. To determine these differences, we used a service orientation scale (SOS), developed by Dienhart, Gregoire, Downey and Knight and a job satisfaction scale developed by Lytle. Our assumptions were that there would be significant gender differences in service orientation and job satisfaction. Our research proved factor structures of the two scales we used. Specifically, we showed gender differences in two of three factors, concerning service orientation (organisational support and customer focus), and no gender differences in job satisfaction. Our study revealed that organisational support is more important to men because they value more structured labour and service procedures than women (t = 2.21, df = 110, p = 0.03). In contrast, customer focus is more relevant to a women because it is more crucial to see satisfied guests, as well as having a good relationship with them (t = 2.07, df = 110, p = 0.04). It is of great importance for hotel management to have in mind that male and female employees respond and behave differently depending on the stimuli in the work environment and their satisfaction varies because of it.
PB  - Taylor & Francis
T2  - Ekonomska istraživanja - Economic Research
T1  - Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels
SP  - 799
EP  - 817
VL  - 27
IS  - 1
DO  - 10.1080/1331677X.2014.975516
UR  - https://hdl.handle.net/21.15107/rcub_dais_1084
ER  - 

@article{
author = "Petrović, Marko D. and Јоvanović, Tamara and Marković, Jelica J. and Armenski, Tanja and Marković, Vladimir",
year = "2014",
abstract = "In this article we examine the gender differences among hotel employees in service orientation and job satisfaction. To determine these differences, we used a service orientation scale (SOS), developed by Dienhart, Gregoire, Downey and Knight and a job satisfaction scale developed by Lytle. Our assumptions were that there would be significant gender differences in service orientation and job satisfaction. Our research proved factor structures of the two scales we used. Specifically, we showed gender differences in two of three factors, concerning service orientation (organisational support and customer focus), and no gender differences in job satisfaction. Our study revealed that organisational support is more important to men because they value more structured labour and service procedures than women (t = 2.21, df = 110, p = 0.03). In contrast, customer focus is more relevant to a women because it is more crucial to see satisfied guests, as well as having a good relationship with them (t = 2.07, df = 110, p = 0.04). It is of great importance for hotel management to have in mind that male and female employees respond and behave differently depending on the stimuli in the work environment and their satisfaction varies because of it.",
publisher = "Taylor & Francis",
journal = "Ekonomska istraživanja - Economic Research",
title = "Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels",
pages = "799-817",
volume = "27",
number = "1",
doi = "10.1080/1331677X.2014.975516",
url = "https://hdl.handle.net/21.15107/rcub_dais_1084"
}

Petrović, M. D., Јоvanović, T., Marković, J. J., Armenski, T.,& Marković, V.. (2014). Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels. in Ekonomska istraživanja - Economic Research
Taylor & Francis., 27(1), 799-817.
https://doi.org/10.1080/1331677X.2014.975516
https://hdl.handle.net/21.15107/rcub_dais_1084

Petrović MD, Јоvanović T, Marković JJ, Armenski T, Marković V. Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels. in Ekonomska istraživanja - Economic Research. 2014;27(1):799-817.
doi:10.1080/1331677X.2014.975516
https://hdl.handle.net/21.15107/rcub_dais_1084 .

Petrović, Marko D., Јоvanović, Tamara, Marković, Jelica J., Armenski, Tanja, Marković, Vladimir, "Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels" in Ekonomska istraživanja - Economic Research, 27, no. 1 (2014):799-817,
https://doi.org/10.1080/1331677X.2014.975516 .,
https://hdl.handle.net/21.15107/rcub_dais_1084 .