Analiza primjene napojnica kao alata za poslovanje malih i srednjih poduzeća u ugostiteljstvu

master's thesis

• Title (english): Analysis of the application of tips as a tool for improving performance of small and medium sized enterprises in hospitality
• Author: Milena Stajčić
• Mentor: Ivana Načinović Braje (mentor)
• Committee member: Sanda Rašić Jelavić (predsjednik povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2023-09-28, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Economics of Entrepreneurship

Abstract

Dobivanje napojnica zaposlenicima uslužnih djelatnosti je pokazatelj da svoj posao rade dobro te da su cijenjeni od strane gosta, čime se održava i njihova motiviranost za kvalitetno pružanje usluge. Cilj ovoga diplomskog rada je istražiti u kojoj mjeri napojnice utječu na odluku zaposlenika da motivirano i samostalno daju svoj doprinos u poslovanju malih i srednjih poduzeću u ugostiteljstvu. Napojnice su fenomen koji zorno ilustrira da je ponašanje često motivirano društvenim normama i psihološkim razlozima, a ne isključivo ekonomske naravi. Ranija istraživanja o ponašanju u davanju napojnica sugeriraju se da bi kvaliteta usluge mogla
utjecati na ponašanje u davanju napojnice, budući da klijenti općenito brinu o razini dobre usluge prije nego što ostave napojnicu. Istraživanje provedeno u ovom radu omogućava jasniju sliku o ulozi napojnica u poslovanju malih i srednjih poduzeća, i pruža važne informacije za menadžere malih i srednjih poduzeća u ugostiteljstvu. Rezultati istraživanja ukazuju kako ispitanici napojnice smatraju važnim elementom za motivaciju i razinu uloženog truda u posao te zadržavanje posla. Napojnice uglavnom utječu na odluku zaposlenika da motivirano i samostalno daju svoj doprinos u poslovanju malih i srednjih poduzeću u ugostiteljstvu.

Abstract (english)

Getting tips from service employees is an indication that they do their job well and that they are valued by the guest, which also maintains their motivation for providing quality service. The aim of this thesis is to investigate the extent to which tips influence the decision of employees to motivate and independently contribute to the business of small and medium-sized enterprises in the hospitality industry. Tipping is a phenomenon that vividly illustrates that behavior is often motivated by social norms and psychological reasons, and not purely economic in nature. Previous research on tipping behavior suggests that service quality may influence tipping behavior, as customers generally care about the level of good service before leaving a tip. The research conducted in this paper provides a clearer picture of the role of tips in the business of small and medium-sized enterprises, and provides important information for managers of small and medium-sized enterprises in the hospitality industry. The results of the research indicate that respondents consider tips to be an important element for motivation and the level of effort invested in work and job retention. Gratuities mainly influence the decision of employees to motivate and independently contribute to the business of small and medium-sized enterprises in the hospitality industry.

• Keywords: napojnice; ugostiteljstvo; mala i srednja poduzeća
• Keywords (english): tips; hospitality; small and medium enterprises
• Language: croatian
• URN:NBN: urn:nbn:hr:148:359945
• Study programme: Title: Economics of Entrepreneurship; Study programme type: professional; Study level: specialist graduate; Academic / professional title: stručni specijalist/specijalistica poduzetništva (stručni specijalist/specijalistica poduzetništva)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2023-09-28 12:53:56