|Author:||Poon, Yuk-yi Lillian|
|Title:||The relationship between learning organization and problem resolution efficiency of a group of hotels in Asia and Australia|
Hotel management -- Research -- Asia
Hotel management -- Research -- Australia
Hong Kong Polytechnic University -- Dissertations
School of Hotel and Tourism Management
|Pages:||vi, 73 leaves : ill (some col.) ; 30 cm|
|Abstract:||As companies prepare to compete globally, the critical importance of organization learning has never been clearer. In the international market, being able to learn faster than the competitors may be the only sustainable advantage. This paper strives to measure the relationship between the adoption of a learning organization strategy and the effect on the problem resolution efficiency of a group of hotels in Asia and Australia. The Change Assessment Orientation Survey (CH.A.O.S.) was used to measure the degree of adoption of a learning organization. To measure competitive advantage of the organization, the speed of guest complaint resolution in each hotel was used to indicate the hotel's competitive advantage through its problem-solving capability. The CH.A.O.S. Questionnaires were distributed to all managers and the problem resolution efficiency questionnaires to general managers of the 35 hotels. Though it did not show a strong relationship between the learning organization and the speed in problem solving, the researcher did find that there are significant differences in scores from the respondents with regard to gender, departments in which the respondent worked as well as among certain hotel brands. The researcher then tried to explain such differences with reference to the shared vision or directions, communication, structures of the hotel as well as its having the right attitude and behavior and the ability to constantly adapt.|
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