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Odnosi z zaposlenimi v storitvenem sektorju: interno komuniciranje, motiviranje, nagrajevanje in opolnomočenje kot predpogoji zadovoljstva zaposlenih in strank
Rijavec, Petja (Author)

URLURL - Presentation file, Visit http://www.dlib.si/details/URN:NBN:SI:doc-SMBT0UWA This link opens in a new window

Abstract
Vsaka organizacija ima svoje notranje tržišče, tržišče zaposlenih, za katerega mora poskrbeti. Če tega ne stori pravilno, bo ogroženo njeno delovanje navzven. Odnosi z zaposlenimi postajajo izhodiščna točka upravljanja odnosov z zunanjimi javnostmi, pri čemer je vloga takšnih odnosov izrazitejša v storitvenem sektorju. Storitvene organizacije se namreč pri svojem poslovanju mnogo pogosteje kot proizvodne osebno srečujejo s svojimi uporabniki. Temeljna vrednost vsake storitve se oblikuje v interakciji med ponudnikom in kupcem storitve, zato so zaposleni, ki so v vsakodnevnem stiku s strankami, glasniki storitvenih organizacij in njihova prva stična točka s ciljnim tržiščem. Prispevek obravnava interno komuniciranje, motiviranje in nagrajevanje ter opolnomočenje kot tri temeljna orodja odnosov z zaposlenimi ter hkrati tri predpogoje kakovostnega izvajanja storitev.

Language:Slovenian
Keywords:odnosi z javnostmi, zaposleni, storitveni sektor, interno komuniciranje, motivation, delovna stimulacija
Work type:Not categorized (r6)
Tipology:1.04 - Professional Article
Organization:FDV - Faculty of Social Sciences
Year:1999
Publisher:Fakulteta za sociologijo, politične vede in novinarstvo v Ljubljani
Number of pages:str. 618-629
Numbering:Let. 36, št. 4
UDC:659
ISSN on article:0040-3598
COBISS.SI-ID:19330397 Link is opened in a new window
Views:521
Downloads:140
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Record is a part of a journal

Title:Teorija in praksa
Shortened title:Teor. praksa
Publisher:Visoka šola za politične vede
ISSN:0040-3598
COBISS.SI-ID:763652 This link opens in a new window

Secondary language

Language:Unknown
Abstract:
Every organisation has an internal market which it must take care of. If this is done improperly, organisations activities which are oriented towards external publics will be endangered. Employee relations are a starting point of organisations management of external public relations. Employee relations are extremely important in the service sector. Service firms have, as opposed to industry sector, regular contacts with their customers. Key value of a service is produced in daily interactions between a contact person and a customer. This is the reason why employees (contact personnel) are becoming ambassadors of service organisations. The following text describes internal communications, motivation and empowerment as key tools of employee relations,key determinants of customer satisfaction and key determinants of quality in service sector.

Keywords:public relations, employee, service sector, internal communication, motiviranje, work stimulation

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