Rethinking performance measures: assessing progress in UK hotels

Atkinson, H.C. and Brander-Brown, J. (2001) Rethinking performance measures: assessing progress in UK hotels International Journal of Contemporary Hospitality Managment, 13 (3). pp. 128-135. ISSN 0959-6119

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With the intention of successfully meeting the challenges of an increasingly complex competitive environment, organizations in many industries are rethinking their performance measurement systems. More effective performance measurement features identified include linking operations to strategic goals, and presenting a balance of indicators. Traditional performance measurement systems, meanwhile, typically stress the short term, focusing on past achievements while largely ignoring the drivers of future performance. Concern has been expressed that UK hotels are still focusing on these traditional performance measures – and so may be overlooking important issues, potentially leading to detrimental outcomes. This concern is supported by new empirical evidence obtained regarding the current range of performance measures used within UK hotels. This evidence suggests that although they appear to monitor performance in great detail, with few notable exceptions, UK hotels do appear to emphasize traditional measures and therefore still seem to have some considerable rethinking to do.

Item Type: Journal article
Subjects: N000 Business and Management > N200 Management studies > N250 Hospitality Management
DOI (a stable link to the resource): 10.1108/09596110110388918
Faculties: Faculty of Education and Sport > School of Service Management
Depositing User: Mrs Mercedita Hoare
Date Deposited: 23 Nov 2006
Last Modified: 17 Apr 2014 10:14

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