Framework for Performance Measurement in Hospitality Industry – Case Study Slovenia

Ivankovič, G.; Janković, Sandra; Peršić, Milena

doi:10.1080/1331677x.2010.11517420

Cited by 25 publications

(23 citation statements)

References 2 publications

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“…Brander-Brown & McDonnell (1995), Phillips (1999), Atkinson & Brander-Brown, (2001), Ittner et al (2003), Banker, Potter & Srinivasan (2005), Haktanir & Harris (2005) and Ramdeen, Santos & Chatfield (2007) concluded that both financial and non-financial performance improve the overall performance of organizations. Other studies including that of Evans (2005) in the United Kingdom, Huang et al (2007) and Chen et al (2011) in China, Bergin-Seers & Jago (2007) in Australia, Min et al (2008) and Kim & Lee (2009) in Korea, Pavlatos & Paggios (2009) in Greece, Ivankovic et al (2010) in Slovenia and Eldeeb (2011) in Egypt confirmed the successful application of BSC as a performance measurement system in hospitality organizations.…”

Section: Literature Reviewmentioning

confidence: 82%

“…Financial and non-financial measures are not substitutes, but non-financial measures are used as supplements to financial measures (Govindarajan & Gupta, 1985). Several research findings (Denton & White, 2000;Harris & Mongiello, 2001;Atkinson & Brander-Brown, 2001;Evans, 2005;Bergin-Seers & Jago, 2007;Huang, Chu & Wang, 2007;Min, Min & Joo, 2008;Kim & Lee, 2009;Pavlatos & Paggios, 2009;Ivankovic, Jankovic & Persic, 2010;Wadongo et al, 2010;Chen, Hsua & Tzengb, 2011) in performance management advocate the relevance of both financial and non-financial measures for a balanced report of hotel performance.…”

Section: Literature Reviewmentioning

confidence: 99%

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Balanced Scorecard Usage and Performance of Hotels: A Study from the Tourist State of Uttarakhand, India

Kala¹,

Bagri²

2014

Asia-Pac J Innov Hosp Tour

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Tourism is a major driver of economic growth and livelihood promotion in the Uttarakhand state of India. The contribution of tourism to the state gross domestic product (GDP) and employment generation is significant. The expansion of tourism inevitably brings about the development of the hotel industry. Hotels must create effective competitive strategies for survival and use a performance measurement system that meets the requirements of a changing environment. Several studies have been conducted to study the rich tourist potential of the state. However, no research studies are available regarding performance measurement practices adopted by hospitality managers in Uttarakhand for measuring the performance of their establishments. The present study examines existing performance measurement practices used by hotel managers that employ the balanced scorecard (BSC) − an innovative and comprehensive performance measurement framework for assessing the performance and progress of hotels in this mountainous state of India. The results indicate that in spite of using measures from different perspectives inherent to the original BSC, hospitality managers are not aware of the concept of BSC in a formal manner. The study reveals that hotels in Uttarakhand still focus on the use of financial measures as compared to non-financial measures for measuring performance. The study supports the link between hotel performance and BSC measures usage.

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Section: Literature Reviewmentioning

confidence: 82%

Section: Literature Reviewmentioning

confidence: 99%

Balanced Scorecard Usage and Performance of Hotels: A Study from the Tourist State of Uttarakhand, India

Kala¹,

Bagri²

2014

Asia-Pac J Innov Hosp Tour

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“…This is not surprising, because frontline employees are the face of a service firm, play a crucial role in service delivery, can return aggrieved customers to a state of satisfaction through service recovery, and influence customers' perceptions of brand image (Činjarević et al, 2010;Ivankovič et al, 2010;Karatepe and Sokmen, 2006;Rajh and Došen, 2009). …”

Section: Introductionmentioning

confidence: 99%

Inking Perceived Ethical Climate to Performance Outcomes: The Mediating Role of Job Embeddedness

Karatepe¹

2013

Economic Research-Ekonomska Istraživanja

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A conceptual model examining job embeddedness as a mediator of the impact of perceived ethical climate on job performance and extra-role customer service is developed and tested. Data obtained from frontline hotel employee-supervisor dyads in Nigeria were used to assess these relationships via structural equation modeling. The results suggest that job embeddedness fully mediates the effect of perceived ethical climate on frontline employees' performance outcomes. Specifically, employees with favorable perceptions of the firm's ethical climate are embedded in their jobs. Such employees in turn display elevated levels of job performance and extra-role customer service behaviors. Implications of the results are discussed and their implications for future research are offered. ARTICLE INFO

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“…Under these circumstances, hotel managers are in need of frontline employees who can deliver quality services to customers and deal with customer problems e¤ectively (cf. Awang et al, 2010;Ivankoviè et al, 2010;Yavas et al, 2010). Work engagement (WE), which refers to "a positive, ful…lling, work-related state of mind that is characterized by vigor, dedication, and absorption" (Schaufeli et al, 2002, p. 74), leads to positive employee outcomes (Bakker and Demerouti, 2008).…”

Section: Introductionmentioning

confidence: 99%

Job Resources, Work Engagement, and Hotel Employee Outcomes: A Time-Lagged Analysis

Karatepe¹

2012

Economic Research-Ekonomska Istraživanja

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This study develops and tests a research model that investigates work engagement as a mediator of the e¤ ects of coworker and supervisor support on career satisfaction, service recovery performance, job performance, and creative performance. Data were obtained from frontline hotel employees with a time lag of one month and their immediate supervisors in Cameroon. The relationships were tested using LISREL 8.30 through structural equation modeling. The results demonstrated a better …t for the fully mediated model when compared to the partially mediated model. The results further revealed that work engagement fully mediated the e¤ ects of coworker and supervisor support on the previously mentioned outcomes. Implications of the results and their future research directions are o¤ ered.

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Framework for Performance Measurement in Hospitality Industry – Case Study Slovenia

Abstract: Hotel organizations in transition economies

Cited by 25 publications

References 2 publications

Balanced Scorecard Usage and Performance of Hotels: A Study from the Tourist State of Uttarakhand, India

Balanced Scorecard Usage and Performance of Hotels: A Study from the Tourist State of Uttarakhand, India

Inking Perceived Ethical Climate to Performance Outcomes: The Mediating Role of Job Embeddedness

Job Resources, Work Engagement, and Hotel Employee Outcomes: A Time-Lagged Analysis

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