اثر المعرفة في تحسين جودة الخدمات الفندقية دراسة ميدانية على الفنادق العاملة في الساحل السوري

This study addresses the impact of various types of knowledge in improving the quality of services offered by a sample of hotels in the Syrian coast. The sample included 73 employees of four and five stars hotels. Data is collected through a questionnaire and interviews; and answers were analyzed using statistical software (SPSS). The ultimate aim of this study is to highlight the importance of various types of knowledge and the need to apply them in hotels in question in order to improve the quality of services and give hotels competitive advantage. Results show a correlation between reliance on knowledge and improvement quality of hotel services for guests. For example, quality improved by 63% at four star hotels using only explicit knowledge, while it improved by 72% at five star hotels that relied on two types of knowledge.