Performance evaluation methods in the services sector: empirical study in hotels

Maria João Cardoso Vieira Machado and Catarina Rosa Nunes

International Journal of Services and Operations Management, 2020, vol. 37, issue 2, 220-240

Abstract: The purpose of this study is to analyse the association between hotel features and two performance evaluation tools: the method used to evaluate hotel performance, and the interest in evaluating employee performance. The data were collected through a survey addressed to the financial managers of four and five-star hotels located in Portugal, following which 241 fully completed surveys were obtained. The results obtained present the following main contributions: the identification of two new contingency variables to the methods used to evaluate hotel performance; the demonstration of the existence of associations between hotel features and the interest in evaluating employee performance; a statistical demonstration of the direction of the associations, proving that it is the hotel features that influence the methods used.

Keywords: performance evaluation methods; hotel features; hotel industry; contingency variables; balanced scorecard; BSC; tableau de bord. (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:37:y:2020:i:2:p:220-240

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