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

Authors: Maria João Cardoso Vieira Machado; Catarina Rosa Nunes

Addresses: Universidade Lusófona, ECEO – School of Economic Sciences and Organizations, CIPES – Center for Research in Politics, Economics and Society, Avenida Forças Armadas, 1649-026 Lisboa, Portugal ' Escola Superior de Hotelaria e Turismo do Estoril, Avenida Condes de Barcelona no. 808, 2769-510 Estoril, Portugal

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.

DOI: 10.1504/IJSOM.2020.110340

International Journal of Services and Operations Management, 2020 Vol.37 No.2, pp.220 - 240

Received: 09 Mar 2018
Accepted: 22 Sep 2018
Published online: 15 Oct 2020 *

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