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Hotels, Performance, and the Balanced Scorecard: Past Trends and Future Directions

Sainaghi, Ruggero, Corti, Valentina, Phillips, Paul A. (2012) Hotels, Performance, and the Balanced Scorecard: Past Trends and Future Directions. In: Travel and Tourism Research Association Conference, 18 -20 April 2012, Bilboa, Spain. (Unpublished) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:41304)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided.
Official URL:
http://www.ttraeurope2012.org/index.php/conference

Abstract

The hotel industry appears to be enjoying a renaissance with the 2010 hotelsmag.com’s top 325 hotel groups reporting “a glut of hotel openings across companies, brands, markets and segments”. This additional room inventory was added into a global marketplace that was largely unable to absorb these new units. During these exciting but challenging times enhancing hotel performance measurement remains a key managerial activity.

In the management literature Johnson and Kaplan (1987) note the need for better performance measurement systems. Since then, several authors postulate measurement models that provide a more integrated approach linking operations to corporate strategy. These include: performance pyramids and hierarchies (Dixon, Nanni, & Vollmann, 1990), intangible asset scoreboard (Sveiby, 1997), SMART (Cross and Lynch, 1988), performance prism (Neely, Adams, & Kennerley, 2002), success dimensions (Shenhar & Dvir, 1996) and balanced scorecard (Kaplan & Norton, 1992).

All of these performance measurement models highlight the importance of implementing an early warning detection system indicating what has happened; diagnose reason for the current situation and indicate what intervention action should be taken.

Item Type: Conference or workshop item (Paper)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Divisions > Kent Business School - Division > Department of Leadership and Management
Depositing User: Tracey Pemble
Date Deposited: 06 Jun 2014 10:47 UTC
Last Modified: 16 Nov 2021 10:16 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/41304 (The current URI for this page, for reference purposes)

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