The Role of Business Process Management in Hotel Innovation and Competitiveness

Lubica Sebova (), Adrian Svec and Klara Chovanova
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Lubica Sebova: Department of Tourism, Faculty of Commerce, University of Economics in Bratislava, 852 35 Bratislava, Slovakia
Adrian Svec: Department of Tourism, Faculty of Economics, Matej Bel University in Banska Bystrica, 974 01 Banská Bystrica, Slovakia
Klara Chovanova: Department of Tourism, Faculty of Economics, Matej Bel University in Banska Bystrica, 974 01 Banská Bystrica, Slovakia

Tourism and Hospitality, 2025, vol. 6, issue 3, 1-15

Abstract: This article presents findings from an investigation into the role of business process management and performance measurement in fostering innovation and enhancing competitiveness within hotels in Slovakia. Its aim is to assess the current application of process management in these establishments and to propose a suitable system along with theoretical and practical recommendations for enhancing management systems and performance measurement using process management methodologies. The study focuses on hotels in Slovakia and tests a hypothesis suggesting that these establishments insufficiently leverage business process management and performance measurement as a strategic instrument for promoting innovation and competitiveness. Spearman’s correlation coefficient is employed to analyze the relationship between hotel chain affiliation, hotel class, hotel size, and the adoption of process management. Through a combination of questionnaire surveys and structured interviews, the article provides insights into the utilization of process management and offers an overview of the current management practices, as well as the knowledge of functional and process management among hotel representatives.

Keywords: business process management; hotel; key performance indicators (KPIs) (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2025
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