Organizational Performance in the Hotel Industry (Case Study:4-and 5-Star Hotels of Tehran)

This paper aims to analyze and explain the knowledge management and its relationship with organizational performance in the hotel industry. Knowledge is the most valuable and most strategic resource for hotels; and organizational performance is the key component to success achievement and superiority; therefore, their relationship is highly important. In this study we have used a general model of knowledge for knowledge management and EFQM model for evaluating the organizational performance. The independent variables for this study include: knowledge management, knowledge creation, knowledge storage, knowledge sharing, and knowledge application; Associated dependent variables are organizational performance, customer results, employee results, society results and key performance results. The Research method is descriptive and analytic survey. The statistical population included 140 directors and senior managers of the various parts of 4 and 5 star hotels out of which 103 people were selected for the sample. The tools applied in this study were two questionnaires based on Lickert spectrum. Data analyses were performed at two levels, descriptive and inferential statistics. For analysis of the relationship between knowledge management and Organizational performance, structural equation modeling and linear regression tests were operated. Research findings confirm the proposed conceptual model of research. The results also revealed that the most correlation lies between Knowledge management and employee results, and also the variable of Knowledge management has direct and significant effect on all organizational performance variables. Altogether, it can be concluded that the data Knowledge management with its effect on hotels, causes the improvement of their organizational performance.