Purpose The purpose of this paper is to identify perspective and feasible combinations of the existing revenue-driven methods with still more pervasive features of knowledge-based management and green management in hotel industry. The authors believe that the key path to success is in even closer, that is, daily personal orientation on customers, specifically on their satisfaction in both functional and emotional dimensions. Design/methodology/approach A research prototype of competitiveness modelling framework can be fully implemented in accordance with the methodology, proposed by Mitroff and Kilmann (1978). The key output of our conceptual modelling stage was causal loop diagram, showing relations among internal variables and determining overall dynamics of analyzed problem. In the implementation phase, the authors adopted system dynamics (SD) paradigm, which composes system behaviour from parametrically adjustable temporal accumulation of levels of internal resources. These resources (stocks) can be both quantitative (money, employees, services) and qualitative (trust, motivation, quality). After parameterization and validation, SD models are used for the analysis of real-world situations. Findings With the resultant interactive SD model, the authors designed and tested several scenarios, comparing the purely revenue-oriented hotel management with its customers-oriented and organizational knowledge-supported enhancement. The authors’ experiments showed that the proposed extension can contribute to the overall performance up to 15 per cent. According to the experimental findings, the primary reasons for the improvement are higher ratio of regularly returning customers and improved efficiency of internal processes as a result of continuous organizational learning. Originality/value So far, hotel managers use mainly simple analytic and planning tools, which cannot cover the practical complexity of surrounding market and internal processes. In comparison with purely revenue-based principles, advanced managerial practices, considering also qualitative and human-related matters, require additional viewpoints. The authors enhanced the hospitality domain with the introduction of dynamic hypotheses – feasible explanations of temporal behaviour of complex structures.

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Purpose – The purpose of this paper is to discover and structurally represent the overall possibilities and limitations of quality phenomenon in national health-care sector. The authors consider this domain as a whole and also deal with cross-sector relations, which are usually simplified or omitted. Design/methodology/approach – Presented problem represents a macro-level strategy planning task. The authors use the tools of system dynamics and the basic methodology consists of four generic stages, including problem formulation, conceptual specifications, computational modeling and experimentation. Findings – The authors propose architecture of quality-driven simulation model of national health-care system, validated by simple computational prototype. It covers all major players in this sector, i.e. patients, hospitals, government and insurers. Practical implications – The proposed model can be very useful, especially for current and future policymakers, as a tool for decision-making. They can create better decisions based on the knowledge of a wide variety of factors influencing the system and thus achieve the public health objectives more effectively. Originality/value – The innovativeness of presented research is based on an assumption that strategic concentration on quality in health-care sector can solve the majority of its current bottlenecks. According to the interpretation of the authors, qualitative aspects include primarily the non-clinical activities, such as management, marketing, external relations or staff development.