Education Effects on Job-Related Constructs Among Frontline Employees in the Hotel Industry

  • Marija Cimbaljevic University of Novi Sad, Faculty of Sciences
  • Dunja Demirovic Bajrami Geographical Institute “Jovan Cvijic” (Serbia) and South Ural State University (Russian Federation)
  • Sanja Kovacic University of Novi Sad (Serbia) and South Ural State University (Russian Federation)
  • Ivana Blesic University of Novi Sad (Serbia) and South Ural State University (Russian Federation)
  • Tatjana Pivac University of Novi Sad, Faculty of Sciences


Customer orientation, Work engagement, Job satisfaction, Education effect, Hotel employees


To make tourism enterprises functioning harmonious and in order to achieve good business results, knowledgeable, engaged, service-oriented, and therefore satisfied staff is crucial, because human resources are one of the most important segments of the service quality in the tourism and hospitality industry. The study explored moderating effects of education on relationships between service orientation and work engagement on employees’ job satisfaction among employees in the hotel industry in Serbia. Moderating effects of education are particularly noticeable between service orientation and job satisfaction. Also, the results indicated that employees who had a high school degree showed the lowest level of job satisfaction, as well as service orientation and work engagement. On the other side, employees who have tourism education indicated less job satisfaction, service orientation and work engagement. Based on the insight into the employees' attitudes and behavior, managers can organize various training programs especially for employees with lower education level, in order to remove any obstacles in their work, to motivate them more and improve working conditions.


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Author Biographies

Marija Cimbaljevic, University of Novi Sad, Faculty of Sciences

Department of Geography, Tourism and Hotel Management (Serbia)

Dunja Demirovic Bajrami, Geographical Institute “Jovan Cvijic” (Serbia) and South Ural State University (Russian Federation)

Geographical Institute “Jovan Cvijic” Serbian Academy of Sciences and Arts (Serbia)

South Ural State University, Institute of Sports, Tourism and Service (Russian Federation)

Sanja Kovacic, University of Novi Sad (Serbia) and South Ural State University (Russian Federation)

University of Novi Sad, Faculty of Sciences, Department of Geography, Tourism and Hotel Management (Serbia)

South Ural State University, Institute of Sports, Tourism and Service (Russian Federation)


Ivana Blesic, University of Novi Sad (Serbia) and South Ural State University (Russian Federation)

University of Novi Sad, Faculty of Sciences, Department of Geography, Tourism and Hotel Management (Serbia)

South Ural State University, Institute of Sports, Tourism and Service (Russian Federation)

Tatjana Pivac, University of Novi Sad, Faculty of Sciences

Department of Geography, Tourism and Hotel Management (Serbia)


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How to Cite
Cimbaljevic, M., Demirovic Bajrami, D., Kovacic, S., Blesic, I., & Pivac, T. (2023). Education Effects on Job-Related Constructs Among Frontline Employees in the Hotel Industry. ENLIGHTENING TOURISM. A PATHMAKING JOURNAL, 13(2), 1-34.