THE USE OF LEAN MANAGEMENT INSTRUMENTS TO SHAPE BUSINESS MODELS OF SERVICE COMPANIES

The aim of this paper is to identify lean management instruments used to implement strategic objectives related to the creation and retention of value in the area of value networks while redefining the business model of service enterprises on the example of hotels. In relation to the objective, a survey was conducted using the questionnaire method with the use of Computer Assisted Web Interview technique, using a self-developed questionnaire. The survey was carried out between February and May 2020 among 421 representatives of hotel service companies operating in the three, four and five-star standard. In order to verify the assumptions between the surveyed feature, statistical inferences were used using the Statistica programme. The research results may provide inspiration for the implementation of lean management concept in the area of redefining business models conducive to value creation. The issues presented in the paper are an attempt to fill the gap indicating practical experience related to the use of lean management instruments in the hotel service sector and their effectiveness in the process of redefining business models and value creation.