| Summary: | 碩士 === 國立臺北科技大學 === 管理國際學生碩士專班 (IMBA) === 103 === Competitiveness has been a subject of study in the manufacturing and related sectors since the early 1990s. However, only recently have some researchers started to examine the tourism and hospitality competitiveness, both conceptually and empirically, with a particular focus on tourism destinations and the hotel industry. Due to the constant increasing of competition, there is inevitable need of increasing the effectiveness of the hotel complexes, introducing innovative methods and technologies in the hotel management, improving the quality of customer service, increasing the professionalism of the staff, etc. Existing methods of performance improvement are mostly based on the factors, identified by manager’s point of view, not considering the customer’s perspective. In order to be able to compete with others in the market in hospitality industry, which is primarily focused on customer satisfaction the organization should increase their factors of competitiveness from customer’s point of view. In this research the survey was a good method to collect a data from Russian customers’ perspective. The received results were analyzed and the factors of competitiveness were identified. Based on these factors, the solution for the case study guest house was provided with DMAIC (define-measure-analyze-improve-control) methodology. The findings are considered useful to the hospitality industry as they provide a clear indication on how to improve their service provisions in the hospitality industry on lake Baikal. The identified factors of competitiveness are applicable to other areas of Russian Federation as well. This study provides useful and effective ways for guest house managers to identify the potential problems that are likely to occur, and to understand why.
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