The Implication of Green Balanced Scorecard on Sustainable Performance in the Hospitality Industry

The environmental oriented decision-making process under the umbrella of sustainability has gained significant attention across the globe. However, many entities yet have not implemented sustainable measures that require to be viewed through a strategic lens to evaluate their performance although such a measure influences the entities' image, competitiveness, profitability, market share, and survival at large. Therefore, the conventional Balanced scorecard that provides the holistic picture of organizational performance in a need for articulating environmental-sustainable measures. Accordingly, the hospitality industry as a vital industry in the Sri Lankan economy intensely in need of an acculturating environmental-sustainable model with a great emphasis on energy, waste, and resource usage that directly acute environmental responsibility along with the financial benefits. Nevertheless, diversified utilization of Green Balanced Scorecard Practices in the hotel industry shows a lack in the Sri Lankan Context. Therefore, the study overviewed the implication of greening the balanced scorecard that articulates financial and nonfinancial environmental measures on achieving the environmental pillar within the Hospitality Industry. The study design followed a quantitative approach in attempting the aims of the study, employing 188 self-administered questionnaires to observe the perception of managerial level employees in classified Hotels within Colombo District, Sri Lanka. Data were analyzed using the Structural Equation Model approach in Smart PLS. The reliability and validity of the model were approached with strong path-coefficients and the model ascertained a significant relationship between the implementation of green balanced scorecard and sustainable performance. Furthermore, the environmental dynamism that reflects the organizational ability to respond to the demand for environmental changes mediated the relationship between the green balanced scorecard and environmental performance. Thereby, the study witnessed that environmental measures aligned with sustainable performance would drive the organization towards environmental sustainability. Keywords: Green Balanced scorecard, Sustainable Performance, Environmental Dynamis

Software como um Serviço: uma plataforma eficaz para oferta de sistemas holísticos de gestão da performance

This study main objective was to assess the viability of development of a Performance Management (PM) system, delivered in the form of Software as a Service (SaaS), specific for the hospitality industry and to evaluate the benefits of its use. Software deployed in the cloud, delivered and licensed as a service, is becoming increasingly common and accepted in a business context. Although, Business Intelligence (BI) solutions are not usually distributed in the SaaS model, there are some examples that this is changing. To achieve the study objective, design science research methodology was employed in the development of a prototype. This prototype was deployed in four hotels and its results evaluated. Evaluation of the prototype was focused both on the system technical characteristics and business benefits. Results shown that hotels were very satisfied with the system and that building a prototype and making it available in the form of SaaS is a good solution to assess BI systems contribution to improve management performance.O objetivo principal deste estudo é avaliar a viabilidade de desenvolvimento de um sistema de Gestão da Performance, entregue sob a forma de “Software como Serviço” (SaaS), específico para o setor hoteleiro, e também avaliar os benefícios de seu uso. O software implantado na cloud, entregue e licenciado como um serviço, é cada vez mais aceite num contexto de negócios. Todavia, não é comum que soluções de Business Intelligence (BI) sejam distribuídas neste modelo SaaS. No entanto, existem alguns exemplos de que isso se está a alterar. Para atingir o objetivo do estudo, foi utilizada Design Science Research como metodologia de pesquisa científica para desenvolvimento de um protótipo. Este protótipo foi implementado em quatro hotéis para que os seus resultados pudessem ser avaliados. A avaliação foi focada tanto nas características técnicas do sistema como nos benefícios para o negócio. Os resultados mostraram que os hotéis estavam muito satisfeitos com o sistema e que construir um protótipo e disponibilizá-lo sob a forma de SaaS é uma boa solução para avaliar a contribuição dos sistemas de BI para melhorar o desempenho da gestão.info:eu-repo/semantics/publishedVersio

The Impact of Employee Satisfaction on Profitability of Restaurants And Cafés: A Research in Surabaya, Indonesia

Currently the business sector of restaurants and cafés in Surabaya has been developing rapidly. In a relatively short time, many restaurants and cafés appear with unique and various offers. Restaurant and café are businesses that emphasize not only on the food served, but also on the service delivery of the employees. In other words, the business of restaurants and cafés not only sell the product but also sell the service. In this research, the data collection is done by distributing questionnaires to 794 employees and customers in 55 restaurants and cafés in Surabaya which adopt the table service concept. The Partial Least Square for Multivariate Analysis is employed for processing the data

Analysis of the strategies that are taken and spread by hotel chains

Hotel chains do face important challenges nowadays. On one side the complexity of the environment in which the hospitality industry evolves, demands to define, develop and manage its strategies in order to guarantee its survival. On top of it, the market is increasingly demanding fluid information for a proper knowledge of the strategies and corporate long-term expectations of these companies. Therefore this task has a double contribution. Firstly, we analysed strategic information disclosed in annual reports of some leading hotel chains, and grouped them following the model of balanced scorecard. Secondly, and as we often encounter criticism as to the absence of this type of information in annual reports, we took a sample of 102 hotel chains and questioned them about which strategies are being developed, the need, convenience and conditions related to the disclosure of strategic information, as well as the information they are unveiling to third-parties and the source utilized.Strategy; hotel chains; balanced scorecard, corporate governance

Measuring the effect of customer relationship management (CRM) components on the non financial performance of commercial banks: Egypt case

This paper presents customer relationship management (CRM) components as applied on the Egyptian Commercial Banks, examined from the bankers' point of view. Then, it intends to measure their effect on the level of customer satisfaction and loyalty from the customers’ point of view as examples of the non financial performance measures. The paper is quantitative in nature and consists of two different structured questionnaires using convenience/quota sampling. The first involved 180 employees in order to measure CRM applicability, and the second involved 270 customers to measure the level of customer satisfaction and loyalty and their effect on the Egyptian Commercial Banks' financial performance The findings show that the selected banks apply CRM components but the level of application differs from one bank to another. The results showed a significant positive relationship between CRM and customer satisfaction in the Egyptian Commercial Banks, when applying them together and not separately. In addition, there is a strong positive effect between customer satisfaction and loyalty which was reflected on the Commercial Banks' financial performance. The findings confirm the importance of studying and implementing CRM to achieve customer loyalty and improve the Egyptian Commercial Banks financial performance. Banks wishing to improve their relationships with customers need to focus on the CRM components to develop relevant and effective marketing strategies and tactics. The paper measures the CRM as a multidimensional construct as applied on the Egyptian Commercial Banks and relate it to the achievement of the ultimate goal of retaining customers to gaining a sustainable competitive advantage and achieve more profits

Key performance indicators and the balanced scorecard at the Luxury Brand Hotels of Pestana Group

Traditional approaches to evaluate performance in hotels, have mainly used financial measures. Building on Speckbacher et al. (2003), this Work Project aims to design and propose a Balanced Scorecard Type II as a performance measurement/management system for the hospitality industry based on data collected at the Luxury Brand Hotels of Pestana Group. The main contribution is to better align the vision, strategy and financial and non-financial performance measures in this category of hotels, in particular those of Pestana Group, and by doing so, lead their managers to focus on what is really critical and, consequently improve the overall performance

The balanced scorecard logic in the management control and reporting of small business company networks: a case study

The purpose of this paper is to assess and integrate the application of the balance scorecard (BSC) logic into business networks identifying functions and use that such performance measuring tool may undertake for SME’s collaborative development. Thus, the paper analyses a successful case study regarding an Italian network of small companies, evaluating how the multidimensional perspective of BSC can support strategic and operational network management as well as communication of financial and extra financial performance to stakeholders. The study consists of a qualitative method, proposing the application of BSC model for business networks from international literature. Several meetings and interviews as well as triangulation with primary and secondary documents have been conducted. The case study allows to recognize how BSC network logic can play a fundamental role on defining network mission, supporting management control as well as measuring and reporting the intangible assets formation along the network development lifecycle. This is the first time application of a BSC integrated framework for business networks composed of SMEs. The case study demonstrates operational value of BSC for SME’s collaborative development and success

Brigham and Women's Hospital: "Moving the Needle" Takes People, Processes, and Leadership

Describes three strategies implemented simultaneously to enhance patient satisfaction: creating strong leadership commitment; improving care processes; and training a customer-focused staff. Discusses patient surveys and performance scorecards

Determination of goals under four perspectives of balanced scorecards and linkages between the perspectives: A survey on luxury summer hotels in Turkey

This study aims to determine the main goals under four balanced scorecard (BSC) perspectives and investigates the relationship between the perspectives for luxury summer hotels in Turkey.It also questions the approaches of the main managerial positions to the four BSC perspectives.This study is based on a two-stage survey which includes twenty luxury summer hotels located in Turkey.The findings of the survey show that finance has the highest priority among the four perspectives and the strongest relationship exists between customer and finance perspectives.It is also concluded that general and financial managers choose financials as the most important perspective while sales and marketing managers consider the customer perspective as the most important