THE EFFECTS OF SERVANT LEADERSHIP ON EMPLOYEES’ OUTCOMES IN THE SERBIAN HOTEL INDUSTRY

Modern human resource management involves a series of methods that ensure employee satisfaction, intending to achieve organizational goals. The perception of hotel staff as a factor of market success implies the creation of a working environment within which the performance of employees would be adequately used for these purposes. Consequently, the need for extensive research of leaders who will be able to respond to all business and social challenges arises as a basic prerequisite for achieving enviable business results. This paper aims to examine the impact of servant leadership on positive and negative outcomes in the field of hotel business. For the purposes of the survey, 412 hotel workers, employed in various hierarchical positions, were surveyed. The results of the research indicate a positive correlation between servant leadership and job satisfaction and work engagement, that is, a negative correlation between this leadership style and turnover intention and burnout. Furthermore, regression analysis confirmed the direct impact of servant leadership on job satisfaction and work engagement, as well as turnover intention. This study fills theoretical gaps in the aspect of choosing purposeful leadership styles in the sphere of hotel business in Serbia.