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and absolute loyalty to a leader. The Russian state service is based on the same normative base, what typical to the
monarchy. Being a social institution, it demonstrates the flexibility on to the influence for the formal structure
and stability of the normative structure. Administrative reform, which is based only on changes in the structure
and functions of Executive authorities, does not improve the efficiency of public administration. Only changing
the principles of organization of interaction between officials and encourage responsibility and initiative can meet
the needs of public administration in the modern social state.
Key words: bureaucracy, social institution, state service, administrative reform, values, public administration.
References:
[1] Akimova E.Yu. Problem of definition of criteria of an assessment of professional and personal features of
public servants [Problema opredeleniya kriteriev otsenki professional’nykh i lichnostnykh osobennostei go-
sudarstvennykh sluzhashchikh] // Topical issues of public service: Materials of a round table (on October 25,
2012). Rybinsk branch of a RANEPA [Aktual’nye voprosy gosudarstvennoi sluzhby: Materialy kruglogo stola
(25 oktyabrya 2012 goda). Rybinskii filial RANKHiGS]. URL: http://xn----8sbbkwclxdxfjh7cye.xn - p1ai/?
page_id=1314 (18.05.2013)
[2] Brockhaus D. A., Efron I.A. New encyclopedic dictionary. Vol. 14 [Novyi entsiklopedicheskii slovar’. T. 14].
Saint Petesburg, printing house Brockhaus-Efron joint-stock company [tipogr. aktsionernogo obshchestva
«Brokgauz-Efron»], 1913, pp. 413–419.
[3] Vinogradov A.V. Chinese modernization model. Searches of new identity [Kitaiskaya model’ modernizatsii.
Poiski novoi identichnosti.]. Moscow, NOFMO, 2008, 363 p.
[4] Grei J. G. History of Ancient China [Istoriya Drevnego Kitaya]. Moscow, Сenterpoligraf [Tsentrpoligraf],
2006, 605 p.
[5] Confucius. Life. Doctrine. Thoughts. Sayings. Aphorisms [Konfutsii. Zhizn’. Uchenie. Mysli. Izrecheniya.
Aforizmy]. Minsk, Modern word [Sovremennoe slovo], 1998, 379 p.
[6] Confucius. Judgments and conversations. Lun Yu [Konfutsii. Suzhdeniya i besedy. Lun’ Yui]. Saint Peters-
burg, Kristall publishing house [Izdatel’skii dom «Kristall»], 2001, 188 p.
[7] Korneeva M. Yu. Sociological diagnostics of system of values of the public and municipal servants by method
of socratic dialogue [Sotsiologicheskaya diagnostika sistemy tsennostei gosudarstvennykh i munitsipal’nykh
sluzhashchikh metodom sokraticheskogo dialoga] // Messenger of the Volgograd state university. Ser. 7 [Vestnik
Volgogradskogo gosudarstvennogo universiteta. Ser. 7,], Philosophy [Filosofiya]. 2011, № 1 (3), pp. 142–147.
[8] Lugvin S. B. Chinese the state bureaucracy as result of transformational processes of Ancient Chinese society
[Kitaiskaya gosudarstvennaya byurokratiya kak rezul’tat transformatsionnykh protsessov drevnekitaiskogo
obshchestva] // Messenger GGTU of P. O. Sukhy [Vestnik GGTU im. P.O. Sukhogo]. 2000, № 3, pp. 89–95.
[9] Nepomnin O. E. Istoriya of China. XX century [Istoriya Kitaya. XX vek]. Moscow, Institute of oriental stud-
ies of the Russian Academy of Sciences [Institut vostokovedeniya RAN], Kraft +, 2011, 736 p.
[10] Rybakov V. M. Chinese bureaucracy of the period of Tan (618–907) on materials of historical and legal
sources [Kitaiskaya byurokratiya perioda Tan (618–907 gg.) po materialam istoricheskikh i yuridicheskikh
istochnikov: avtoref. dis. … d-ra ist. nauk]. Saint Petersburg, 2009, 43 p.
[11] Sociological analysis of a problem of motivation of work of public servants [Sotsiologicheskii analiz problemy
motivatsii truda gosudarstvennykh sluzhashchikh] // Public service [Gosudarstvennaya sluzhba]. 2013, № 1,
pp. 31–35.
MARKET ENVIRoNMENT
V.N.Rudchenko
tHe concePt service quality Measuring in tHe Hotel coMPleX
At the present stage of economic science development there is no single approach which allows to comprehensively as-
sess the quality of services of the hotel complex. As a consequence it is not possible to fully assess the level of customer
satisfaction. The concept of the services quality measuring, proposed in this paper, considers not only the shortcom-
ings of existing methods, but also it is based on the use of economic, social, and mathematical sciences achievements.
However, the main goal, which aimed this study is to set the detection level of the services quality compliance as for
the institutional mission and also up to the national and international standards of hotel services quality.
Key words: the quality of services, hotel, tourism, customer satisfaction, comprehensive assessment, quality stand-
ards.
References:
[1] Alexandrova A. Y. International tourism [Mejdynarodniy turism]. Moscow, Aspekt Press, 2001, 180 p.
[2] Vasiliev V.A., Kalandarishvili W. N., Novikov, C. A., Odinokov S. A. Quality Management and certification.
Intermet Engineering [Upravlenie kachestvom I sertificazia. Intermet Inginiring]. Moscow, Intermet In-
zhiniring 2002, 416 p.
[3] Druzhinin V.V., Kantorow D.C. Systems Engineering [Sistemotechnika]. Moscow, Publishing house “Radio
communications” [Radio I sviaz], 1985, 200 p.
[4] Zajko N.N., Bizi Y.C., Ataman A.C. Pathological physiology [Patologicheskaia fisiologia], 5th ed. Moscow,
Pressinform, 2008, 640 p.
[5] The international organization for standardization [Megdynarodnaia organizacia po standartisazii]. URL:
http://www.iso.org/iso/ru/home/standards/management-standards/iso_9000.htm (18.09.2014)
[6] Lyapina, I.Y., Ignatieva T.L., Bezrukova S.V. Industrial base of hotels and tourist complexes [Idustriania basa
gostiniz I turistskix kompleksov]. Moscow, Academy, 2009, 272 p.
[7] Oxford dictionary. URL: http://www.oxforddictionaries.com/definition/english/quality (8.09.2014)