Stakeholder Models in Function of Human Resource Management in Tourism Industry

Abstract—Human resource management has been attracting attention of many authors in the last few centuries. This is approved with the fact that competitive advantage in modern conditions is based on non-material or human resources (or resources that proceed from human resources). For tourism industry human resource management is especially important since tourism is labor intensive industry. Thought their significance is pointed for the enterprises in general, contemporary stakeholder models may be used for facilitating human resource management in tourism enterprises. Those models, and especially Balanced Scorecard and Performance Prism, emphasize the roll of employees, from at least two aspects: as a resource and as a stakeholder, whose satisfaction should be provided. These two are mutually connected, so it can be claimed that employees ’ satisfaction will reflect on customers ’ satisfaction. In order to indentify the level of satisfaction of those employed in tourism industry in Serbia a research was conducted. This paper contains some results of the research data analysis, as well as certain recommendations for managers of tourism enterprises in Serbia. Keywords—human resource management, Balanced Scorecard, Performance Prism, tourism industry, employees’ satisfaction.