Uticaj personalnih karakteristika zaposlenih u uslužnim sistemima na performanse organizacije

Abstract

Ispitivanje uticaja personalnih karakteristika davaoca usluga (osobine ličnosti i moral) na procenu kvaliteta usluge od strane korisnika usluga i procenu performansi preduzeća (rekreacionih cenrara) pokazalo je da personalne karakteristike davaoca usluge direktno utiču na kvalitet usluge i performanse.

An examination of the impact of the personal characteristics of the service provider (personality traits and morale) on the assessment of the quality of service by the service users and the assessment of the performance of the company (recreational centers) showed that the personal characteristics of the service provider directly affect the quality of service and performance.