Assessment of the impact of conflictology on service management in Baku city hotels

Abstract

The hospitality industry plays a crucial role in the economic landscape of Azerbaijan, with service management and conflict resolution being key factors in determining the success of hotel enterprises. Understanding the relationship between conflictology and hotel profitability is essential for sustainable growth in this sector. While the impact of conflicts on organizational performance has been studied in various industries, there is limited research specifically addressing the influence of conflictology on service management and profitability in the context of Baku's hotel industry. This study aims to analyze and assess the influence of conflictology on service management in 3- and 4-star hotels in Baku, focusing on the factors leading to voluntary dismissals and their subsequent impact on hotel profitability. Through correlation and regression analysis, the study reveals a very high correlation between hotel service profits and conflict-related cost elements. The research establishes a statistically significant linear regression model between these indicators. The study identifies and quantifies the effects of various conflict-related factors, including dismissals, lost time, sabotage, damage, and reduced employee motivation, on the overall profitability of Baku hotels. The findings highlight the critical importance of optimizing conflict-related costs for the development of the hotel industry in Baku. By effectively managing these factors, hotel enterprises can significantly increase their profits and contribute to the sector's growth. This research provides valuable insights for hotel managers and policymakers, emphasizing the need for improved conflict resolution strategies and service management practices to enhance the economic performance of the hospitality industry in Baku.

Keywords:

Hospitality industry, Conflictology, Service management, Conflict resolution, Linear regression analysis.