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The balanced scorecard of a new destination product: Implications for lodging and skiing firms

Sainaghi, Ruggero, Phillips, Paul A., d’Angella, Francesca (2019) The balanced scorecard of a new destination product: Implications for lodging and skiing firms. International Journal of Hospitality Management, 76 (A). pp. 216-230. ISSN 0278-4319. (doi:10.1016/j.ijhm.2018.05.011) (KAR id:67546)

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New product development (NPD) is a counter-seasonal strategy able to reduce demand fluctuations, especially

during the seasonal tails. No previous study has analysed this field through the lens of balanced scorecard (BSC).

This explorative paper contributes to this gap and considers two research questions: i) How is a destination NPD

process operationalized using the four BSC perspectives? ii) What is the relevance and content of each perspective

in this particular field?

The study deploys a longitudinal analysis of the Skipassfree product, launched by Livigno (Italy) in 2007.

Over a decade, this product generated a significant uplift both in terms of hotel guests (+108%) and ski

company clients (+248%). The proposed framework is built around 22 codes and incorporates a fifth BSC

perspective (the destination context). “Learning and growth” is the most significant perspective with “alignment”

being a key attribute, which suggests the relevance of innovation and stakeholders’ involvement.

Item Type: Article
DOI/Identification number: 10.1016/j.ijhm.2018.05.011
Uncontrolled keywords: Balanced scorecard (BSC), New product development (NPD), Skipassfree, Performance, Livigno
Divisions: Divisions > Kent Business School - Division > Department of Leadership and Management
Depositing User: Paul Phillips
Date Deposited: 02 Jul 2018 09:42 UTC
Last Modified: 04 Jul 2023 13:48 UTC
Resource URI: (The current URI for this page, for reference purposes)

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