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  • Human resource managers' perceptions of the applications and merit of the balanced scorecard in hotels

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    Author(s)
    McPhail, R
    Herington, C
    Guilding, C
    Griffith University Author(s)
    Guilding, Christopher J.
    McPhail, Ruth E.
    Herington, Carmel A.
    Year published
    2008
    Metadata
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    Abstract
    The extent to which performance measures that align with the ''learning and growth'' dimension of the balanced scorecard (BSC) are applied in the hotel industry has been examined by conducting interviews with 14 hotel human resource (HR) managers. Minimal appreciation of the BSC concept was in evidence. When an explanation of the BSC framework was provided, the interviewees unanimously held the view that the term ''learning and growth'' did not adequately encompass the HR oriented performance measures that they seek to apply. Further, it was found that most hotels were using a single measure of employee satisfaction to ...
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    The extent to which performance measures that align with the ''learning and growth'' dimension of the balanced scorecard (BSC) are applied in the hotel industry has been examined by conducting interviews with 14 hotel human resource (HR) managers. Minimal appreciation of the BSC concept was in evidence. When an explanation of the BSC framework was provided, the interviewees unanimously held the view that the term ''learning and growth'' did not adequately encompass the HR oriented performance measures that they seek to apply. Further, it was found that most hotels were using a single measure of employee satisfaction to represent ''learning and growth'', which does not enable examination of the five separate dimensions of ''learning and growth'' represented in the BSC model. These findings suggest a significant schism between BSC theory and the application of HR oriented measures in the hotel industry.
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    Journal Title
    International Journal of Hospitality Management
    Volume
    27
    Issue
    4
    DOI
    https://doi.org/10.1016/j.ijhm.2007.06.004
    Copyright Statement
    © 2008 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
    Subject
    Commercial Services
    Marketing
    Tourism
    Publication URI
    http://hdl.handle.net/10072/22323
    Collection
    • Journal articles

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