Hotel organizations in transition economies
Competitive business environment with changing circumstances and numerous stakeholders' pressures is forcing hotels to make stronger efforts towards satisfying different customer groups. Performance measurement has become a very important tool in preparing a business strategy and it helps the hotels to determine their position on the demanding tourism market. The purpose of this paper is to determine the development of hotel performance measurement practices based on the previous research and literature review. It also provides an overview of the current research in the field of hotel accounting and segment reporting. The study provides insights into the problem of performance measurement and its implementation by hotel management.
The main purpose of the presented research was to investigate whether Slovene hotels that have a business strategy and strategic management accounting are more successful in comparison with those that still do not have a long-term business strategy and strategic management accounting.Hotels that have a business strategy and strategic management accounting are expected to be more successful in comparison with those that still do not have a long-term business strategy. Questionnaires were distributed to the management of selected Slovene hotels. The Slovene budgeting practices were assessed in Slovene large hotels, which have more than 100 rooms. The analysis was performed at the beginning of the years 2004 and 2008, respectively. Budgeting practices in Slovene hotels were assessed by analyzing the extent to which managers used strategic management accounting and the extent to which business strategies were implemented. The analysis provides evidence that hotels with a long-term business strategy are more successful than those that that have a short-term strategy, or are even without one. Although an improvement in the field of continuous budgeting in the five-year period can be ascertained, only a minority of Slovene hotels uses standard cost as a basis for budgeting. This was the first study that ascertained discrepancies between Slovenian budgeting practice and foreign best practices, which is undoubtedly of great interest for decision-makers on the level of individual hotel.
The main purpose of present research is the comparison of guests’ expectations and perceptions of service quality in Croatian and Slovenian hotels. In order to measure hotel guests’ expectations and perceptions modified SERVQUAL model was developed. The questionnaire was designed in accordance with researches conducted by Parasuraman et al. (1988), Zeithaml et al. (1990), Snoj and Ogorelc (1998), Pizam and Ellis (1999) and Marković (2003). The questionnaire was divided in three parts: measurement of expected service quality, measurement of perceived service quality and demographic questions. Data were collected in hotel settings in Opatija Riviera (Croatia) and Slovenia’s coastal region. A total of 253 (Croatian sample) and 172 (Slovenian sample) completed and usable questionnaires were gathered. Data were analyzed using descriptive statistics, independent samples t-test, exploratory factor analysis and reliability analysis. The conducted statistical analysis revealed similarities in both surveys. The research results identified high level of guests’ expectations and perceptions regarding the hotel service quality, and importance of intangible aspects of hotel service.
In Slovenia and Croatia, tourism (and within tourism especially the hotel industry) is a very important sector of the national economy. If we aim to get the complete picture of performance of the hospitality industry, we must conduct a performance analysis, considering both financial and non-financial indicators. Despite the recognized economic importance, the hotel sector on both sides of the border is facing problems related to differences in the methods of internal monitoring and measuring financial performance. The Slovene hotel sector still has not implemented the Uniform System of Accounts for the Lodging Industry (USALI). Implementation of the USALI is especially important when comparing hotel performance at a local, regional, national or world level, since the uniform accounting system allows the determination of industry norms on a regional, national and international level. Furthermore, the measurement of non-financial indicators such as corporate social responsibility is lacking. In order to enable the Slovene and Croatian hotels to implement a uniform system of benchmarking analysis and thus strive for increasing the level of hotel industry economic development, a joint methodology for monitoring financial and non-financial performance of Slovene and Croatian hotels is in the phase of development. This methodology is being developed as part of an EU project founded by the Operational Programme Slovenia-Croatia 2007-2013. The purpose of this paper is to present the Slovenian and Croatian benchmarking methodology of hotel performance analysis with the emphasis on the development of indicators of corporate social responsibility.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.