Original scientific paper

COGNITIVE AND SYMBOLIC ELEMENTS OF THE ORGANIZATIONAL CULTURE IN HOTELS

Zdenko Cerović ; Faculty of Tourism and Hospitality Management, University of Rijeka, Croatia
Amelia Tomašević ; Zagreb Tourist Board, Croatia

Abstract

Organizational culture is determined by form, strength and the volume of certain elements, primarily cognitive and symbolic ones, and as such, it has an effect on company performance. It is one of the corner stones of management's success. In the hotel industry, these elements are of key importance, since recognition is largely based on them. As a result, they represent competitive advantage on the basis of which a guest makes a decision on the choice of hotel. This paper is going to look into how important certain elements of the organizational culture are, according to the polled hotels. In the analysis of the collected data from European and branded city hotel
companies, statistical and mathematical methods were used in order to prove the basic thesis that cognitive and symbolic elements are key in developing better hotel facilities and services for mostly
five and four-star hotels, recognized by the tourism market. This has been proven by the key fmdings in the empirical part of this paper.

Keywords

organizational culture; hotel; cognitive elements; symbolic elements

Hrčak ID:

76234

URI

https://hrcak.srce.hr/76234

Publication date:

1.6.2009.

Article data in other languages: croatian

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