The impact of organizational culture on the successful business of hotel companies – a case study of the Hotel “Zlatibor Resort & Spa”

Đorđe Avaluk; Marija Vraneš; Kristina Radulović

doi:10.71159/icemit2552A

Authors

Đorđe Avaluk Novi Sad School of Business, Serbia
Marija Vraneš Novi Sad School of Business, Serbia
Kristina Radulović Novi Sad School of Business, Serbia

DOI:

https://doi.org/10.71159/icemit2552A

Keywords:

tourism, hotel management, organizational culture

Abstract

The tourism business is usually characterized by a large number of turbulences, which are present both in the domestic and foreign markets. Many hotel companies, which are present and exist within these markets, base their business on the application of different business strategies, as a form of adaptation to the new changes. An indispensable segment in both the creation and implementation of these strategies are employees, who, with their behavior at the organizational level, contribute to the creation of a concept known as organizational culture, the manifestation of which is primarily reflected in the definition of a value system, which is adopted as such by employees and presented as a form of code of conduct. Bearing in mind the importance of organizational culture for the development of an efficient working environment and increasing the competitiveness of the hotel on the market, the paper presents the basic postulates of this concept and their application in the business of the hotel "Zlatibor Mountain Resort & Spa", with a focus on the perception of employees about its importance for the quality of services and employee satisfaction. The aim of this paper is to identify key aspects of organizational culture and its impact on employee satisfaction and quality of service in the hotel. This study provides an insight into the current state of culture in the hotel and points to aspects that can be improved. The results of the work, based on three groups of questions, clearly indicate multiple benefits in business during the implementation of organizational culture, which are recognized by employees.

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