Title: An exploratory study of managerial attitude towards performance measurement in hotels of Uttarakhand State of India

Authors: Devkant Kala; S.C. Bagri

Addresses: Department of Management, Himgiri Zee University, Chakrata Road, Dehradun – 248197, Uttarakhand, India ' Himgiri Zee University, Chakrata Road, Dehradun-248197, Uttarakhand, India

Abstract: Assessing service quality and performance of the hospitality industry has become more important than ever. Globalisation, competitive pressures, changing environment and well-informed customers make the traditional practices no longer appropriate for measuring performance and gain competitive advantage. Balanced scorecard (BSC) has gained wide acceptance within the service sector as a means of improving overall performance. An exploratory research using the BSC as theoretical framework was taken to evaluate the performance measurement practices adopted by hoteliers of Uttarakhand State of India and examine the attitude of hotel managers towards BSC perspectives. The study found that managers were not normally aware about the BSC in a formal manner in spite of using measures from all perspectives of BSC involuntarily. Results revealed that the managers use a hybrid approach combining both the financial and non-financial measures to evaluate performance. Attitudes of hospitality managers towards BSC perspectives do not vary across the hotels of different categories and locations.

Keywords: performance measurement; hotels; balanced scorecard; BSC; managerial attitudes; India; service quality; hospitality industry; hotel performance.

DOI: 10.1504/IJQRS.2014.065782

International Journal of Qualitative Research in Services, 2014 Vol.1 No.4, pp.276 - 291

Received: 23 Jan 2014
Accepted: 22 Mar 2014

Published online: 28 Nov 2014 *

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