Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty

V. Lysenko

doi:10.12737/11190

STAFF INCENTIVE SCHEME FOR TOURISM SERVICES PROVIDERS AS AN EFFECTIVE TOOL TO INCREASE EMPLOYEES’ LOYALTY Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty

АА Аа

Published in Management of the Personnel and Intellectual Resources in Russia · Pages 20–23 · Rubric: Stimulation and motivation: effective technologies

DOI: https://doi.org/10.12737/11190

Received: 17.04.2015 Accepted: 17.04.2015 Published: 17.04.2015 Language of publication: RUS

Authors

V. Lysenko

ABSTRACT

The article identi es the main trends in the development of the tourist services market in the Belgorod region, analyzed employees’ satisfaction with their work, develops a set of measures to build an e ective loyalty system using the methods of sta motivation, identi es customer requirements for the quali cation of employees of tourism services providers, analyzes the main methods of training workers of the tourism industry. In order to deepen the research the author conducted an analysis of meansof labor stimulation among tourism services providersof Belgorod region and conducted a survey of employees of tourism services providers of Belgorod region with the aim of assessing incentive systems in modern organizations, classi ed working environment parameters that must be corrected to increase the loyalty of tourism services providers’ employees. The results of the conducted research suggest that training and sta development is an integral part of the formation of the tourism providers’ sta loyalty program. The study resulted in a proposition of the system of annual events aimed at obtaining additional skills of the employees of Belgorod travel agencies.

KEYWORDS

tourism services market, tourism services providers, employees’ loyalty, personnel incentive systems, consumer.

Text

Управление поведением сотрудников организаций

Повышение удовлетворенности персонала в настоящее время является основополагающим фактором деятельности туристской организации. Управление поведением сотрудников организаций, предоставляющих туристские услуги, преследует две цели: увеличение объемов продаж и формирование приверженности персонала к организациям, предоставляющим туристские услуги.

На сегодняшний день в туристском рынке Белгородской области можно определить ряд устойчивых тенденций.

1. Положительная репутация туристской организации определяет стремление потребителей пользоваться услугами. Об этом свидетельствуют значительные расширения перечня предлагаемых туристскими организациями туристских продуктов (услуг). Высокий уровень подготовки специалистов туристских организаций и предприятий сферы сервиса, как правило, гарантирует потребителям получение квалифицированной и достоверной информации.

2. Увеличение объема потребления туристских услуг в Белгородской области обусловлено тем, что местные жители сегодня все чаще принимают самостоятельно решения о необходимости приобретения туристских продуктов (услуг) с целью оздоровления и лечения [4].

Таким образом, первой особенностью при приобретении услуги является то, что потребитель имеет возможность осуществлять свой выбор, как правило, обращаясь за помощью к специалисту организации, предоставляющей туристские услуги. Вторая особенность — из-за расширения ассортимента туристских услуг потребитель проводит все больше времени в туристской организации, где на него оказывают влияние как физические факторы внутренней среды, так и психологические факторы [1].

1. Lysenko V.V. Evaluation of consumer preferences in the sphere of tourist services as a basis for the development of complex marketing area. Vestnik Belgorodskogo universiteta cooperatsii, economiki i prava, 2014, I.. 1(49), pp. 430-436. (in Russian)

2. Makrinova E.I., Lysenko V.V. Centuries the Study of the category of «loyalty» in the theory of relationship marketing. Sovremennye problem nauki i obrazovaniya. 2014, I. 3, pp. 410. (in Russian)

3. Makrinova E.I., Lysenko V.V. Trends and factors in the development of the consumption of tourist services in the regional market. Teoreticheskie I prikladnye voprosy economiki i sferyuslug. 2013, I. 11, pp. 67-76 (in Russian).

4. Makrinova E.I., Lysenko V.V. Development of a comprehensive research program loyalty of staff as internal customers of the services organizations. Mezhdunarodny zhurnal prikladnyh i fundamentalnyh issledovaniy. 2014, I. 2. Available at: www.science-sd.com/457-24652 (Accessed 15 Januar 2015)

5. Makrinova E.I., Lysenko V.V. System of incentives for consumers as the basis for building an effective loyalty programs in the service sector. Fundamentalnye issledovaniya. 2014, I. 4(52), pp. 91-98. (in Russian)

6. Makrinova E.I., Lysenko V.V., Baibardina T.N. Loyalty programs as a marketing tool to ensure long-term competitiveness of the organization in the context of economic globalization. Vestnik Belgorodskogo universiteta cooperatsii, economiki i prava. 2014, I. 1(49), pp. 430-436. (in Russian)

7. Makrinova E.I., Mukhina M.G. Personnel evaluation of consumer cooperation organizations using the method of «assessment center». Vestnik Belgorodskogo universiteta cooperatsii, economiki i prava. 2008, I. 1, pp. 86-90. (in Russian)

8. Mukhina M.G. Socio-economic aspects of the assessment of managerial personnel in the organizations of consumer cooperation. Cand. Diss. Yugo-Zapadnyuniversitet Publ., Belgorod, 2011. (in Russian)

9. Aaker D. Managing Brand Equity. The Free Press. 1991, pp. 4-67.

10. Jacoby J. Brand Loyalty: Measurement and Management. New York: Wiley, 1978.

JATS XML

Otvetstvennyy sekretar'

Anastasia Lobacheva

aslobacheva@mail.ru

GOST

Lysenko V. Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty // Management of the Personnel and Intellectual Resources in Russia. 2015. no. 2. pp. 20-23. DOI: https://doi.org/10.12737/11190. (Date of access 16.09.2026).

MLA

V. Lysenko. "Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty." Management of the Personnel and Intellectual Resources in Russia 4.2 (2015): 20-23. DOI: https://doi.org/10.12737/11190.

APA

Lysenko V. (2015). Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty. Management of the Personnel and Intellectual Resources in Russia, 4(2), 20-23. https://doi.org/10.12737/11190

Chicago

V. Lysenko. "Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty." Management of the Personnel and Intellectual Resources in Russia 4, no. 2 (2015): 20-23. https://doi.org/10.12737/11190.

WIKI

{{cite journal | author = Lysenko V. | title = Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty | journal = Management of the Personnel and Intellectual Resources in Russia | year = 2015 | volume = 4 | issue = 2 | pages = 20-23 | doi = 10.12737/11190 }}

Copy

Export: BibTeX EndNote RefMan RusMARC

STAFF INCENTIVE SCHEME FOR TOURISM SERVICES PROVIDERS AS AN EFFECTIVE TOOL TO INCREASE EMPLOYEES’ LOYALTY Staff Incentive Scheme for Tourism Services Providers As an Effective Tool to Increase Employees’ Loyalty

Управление поведением сотрудников организаций

Confirmation