This study clearly shows that the practice of knowledge
capturing and organizational learning exist to a
certain extent in the two selected hotels, especially
Company A. Many of the interviewees in Company A
revealed that, after acquiring job-related information
and knowledge, they would ‘think-and-rethink about,’
reflect on, and provide feedback on what they had
learned; and then they would engage in some changes if
it were applicable. Unlike Company A, the learning
attitude of employees in Company B was passive;
employees usually waited for instruction for actions
including learning and capturing new things. The
findings clearly indicate that individual learning needs
to be further triggered, in order to foster organizational
learning. Results suggest that top management staff
ARTICLE IN PRESS
J.-t. Yang / Tourism Management 25 (2004) 421–428 427
need to seriously take the effect of organizational
learning into account. This effect will definitely contribute
to enhancing the level of customer satisfaction