| Abstract [eng] |
The theme relevance and necessity of its decision. Living in XXI century we must be in time with a changing world. The right business model, that ensure fast and easy adaptation, is necessary for enterprises, especially acting on service field. Hotel’ business characterizes some particularity, where the main factor for success is services quality for the most part depending on personnel. Achieving high quality it is essential personnel development and learning in the right environment. Therefore it is needful to evaluate learning organization‘s influence on hotel service quality and this business model rightness for successful hotel. The aim of the work – to evaluate learning organization‘s impact on hotel service quality. The goals of the work: 1. To specify the conception of learning organization, exclude features and criterion of effectiveness; 2. According by particularity of hotel services to exclude the merits and demerits of services quality evaluation models; 3. According by learning organization characteristic determine the influence on hotel service quality; 4. To create theoretic evaluation model of organization learning impact on hotel service quality; 5. According by theoretic model, to determine the impact on hotel service quality in Kaunas city. Methods of the work: analysis of nonfiction (in order to determine the link between organization learning and hotel services quality), interview, questionnaire, quantitative and statistic analysis (in order to evaluate learning organization impact on hotel service quality). The main results of the research. The research of organization learning and hotel services quality show that there are active learning in these hotels and personnel is involved in this process. The executives are also learning, but they learn separately from personnel and give them the new knowledge by leading learning seminar. There is determined that the most impact on hotel services quality is from 2 loop organization learning. In this learning most part of knowledge is from external environment, executive encourages learning and self-expression, besides take part in learning process collectively. In the result there are created cozy atmosphere in the hotel, strong internal relations, reliance upon colleagues and executives, raising work satisfaction, motivation and usefulness. Clients of hotel are cater right, sincerely and friendly. Pleasant service, cozy atmosphere attract clients, give strong feedback, which determine exactly client’s needs fulfillment and high service quality, which matches clients’ expectations. |
