A framework to review performance measurement systems.

This paper describes a structured review framework for managing business performance. The framework entails the review of both business performance, including thestrategic relevance of the measures, as well as the efficiency and effectiveness of the performance measurement system itself. A range of approaches and tools are employed in the framework which features a review card providing a high level view of the review process, showing the different types of review perspectives and their interactions

The role of organizational mindfulness on Covid-19 crisis management: A case study of health tourism SMEs

AbstractThe COVID-19 pandemic has created enormous challenges for many businesses, specifically small and medium-sized enterprises. This research investigates how organizational mindfulness can enable small and medium-sized enterprises which are engaged in health tourism in an emerging market to manage the crises they have faced during Covid-19. Organizational mindfulness involves noting changes in the environment, understanding them, and adapting to them. It is built upon the two key concepts of anticipation and containment. ‘Anticipation’ has three aspects: preoccupation with failure, reluctance to simplify, and sensitivity to operations; ‘containment’ involves a commitment to resilience and deference to expertise. This research has employed a qualitative, multiple-case study approach. Interviews were carried out with 11 top managers. Our findings illustrate the benefits of "increasing organizational reliability through pre-crisis preparation and capacity-building", "creating a learning culture, "change management and inspirational leadership", "prioritizing innovation and making the best use of the organization's capacity”, and “the need to maintain organizational agility in responding efficiently to environmental turbulence”. IntroductionThe COVID-19 pandemic has created innumerable challenges for many businesses around the world, specifically small and medium-sized enterprises (SMEs). In this research, we focus on health tourism SMEs and investigate how they can avert crises and respond to unforeseen incidents. To answer this question, we employ the concept of organizational mindfulness. Organizational mindfulness refers to the understanding of everyday activities, noting environmental changes, collecting information about changes, and being open to embracing new information and adapting to unpredictable environmental changes. In this research, we follow the conceptualization of Weick & Sutcliffe (2001), who explain that organizational mindfulness is built upon the two key concepts of anticipation and containment. According to them, ‘anticipation’ has three aspects: preoccupation with failure, reluctance to simplify, and sensitivity to operations; ‘containment’ involves a commitment to resilience and deference to expertise. We have employed this theoretical perspective to understand how being a mindful organization supports SMEs in dealing with the COVID-19 crisis.MethodologyTo conduct this research, qualitative research has been used. Multiple case study research has been employed and 11 semi-structured interviews were conducted with the top managers of health tourism SMEs in Iran. Interviews were recorded and transcribed. To analyze the interviews, thematic analysis was utilized, and key themes were identified.FindingsThe findings of this research shed light on how organizational mindfulness can support health tourism SMEs to tackle crises. Our interview analysis revealed five main themes. These included "increasing organizational reliability through pre-crisis preparation and capacity-building", "creating a learning culture, "change management and inspirational leadership", "prioritizing innovation and making the best use of the organization's capacity”, and “the need to maintain organizational agility in responding efficiently to environmental turbulence”.ConclusionTheoretically, our research contributes to the health tourism literature by highlighting how SMEs in this industry can effectuate post-crises management. In addition, we add to the organizational mindfulness theory. While this theoretical perspective has mainly been applied to the context of highly reliable organizations, we apply it to the context of health tourism SMEs and reveal specific aspects of this theoretical perspective that are critical for SMEs. Managerially, our research offers new insights into health tourism SMEs on how to manage the COVID-19 crisis

A Framework to Review Performance Prism

Purpose – The purpose of this paper is to develop an exclusive review framework for Performance Prism. Design/methodology/approach - An extensive literature survey on performance measurement is used to identify the main aspects of the review in such systems. Various dimensions related to the characteristics of Performance Prism are explored. All the findings are then rationally put together to develop the proposed conceptual framework. Findings - The paper presents a conceptual model to review performance measurement systems (PMS) which are designed based on Performance Prism. The presented framework categorizes review processes and tools into two main categories; Business Performance Review (BPRw) and Performance Measurement System Review (PMSR). In BPRw, a loop is presented in three levels -with regards to the five facets of Performance Prism- which indicates the performance management process. PMSR deals with reviewing the efficiency and effectiveness of the design and implementation of the PMS itself. Several methods and tools have been gathered from the literature (e.g. relevance test, measures profile, etc) in this section to examine the relevance of measures, and some have been introduced (including a method to determine inconsistencies in organization's performance trends between stakeholder, strategic and operational level) to study and challenge the validity of strategic assumptions and strategies, and appropriateness of infrastructure. Implications of various factors such as organizational culture, change management, and characteristics of the measures (level of the measure, managers who receive reports including the measure, and supporting infrastructure) are highlighted. Research limitations/implications – In contrast to PMS design and implementation, research on PMS review is limited. This is more evident in the literature concerning Performance Prism. The empirical evidence of usefulness is beyond the scope of this article. Practical implications - The framework provides a procedural action for reviewing both business performance and PMS performance when applying the Performance Prism in practice. It provides a foundation for further empirical research. Originality/value - This study adds to the body of literature, by proposing a comprehensive review framework to be used in Performance Prism.This is the author's peer-reviewed final manuscript, as accepted by the publisher. The published article is copyrighted by Emerald Group Publishing and can be found at: http://www.emeraldinsight.com/products/journals/journals.htm?id=ijopm.Keywords: Performance Measurement System Implementation Review, Business Performance Review, Performance Measurement System Design Review, Performance Pris

New Insights into Hotel Customers’ Revisiting Intentions, Based on Big Data

Abstract Purpose: This research employs big data analysis and sheds light on key hotel features that play a role in the revisit intention of customers. In addition, we endeavor to highlight hotel features for different customer segments. Design/Methodology/Approach: We employ a machine learning method and analyze around 100,000 reviews of customers of one hundred selected hotels around the world where they had indicated on Trip Advisor their intention to return to a particular hotel. The important features of the hotels are then extracted in terms of the 7Ps of the marketing mix. We have then segmented customers intending to revisit hotels, based on the similarities in their reviews. Findings: 71 important hotel features are extracted using text analysis of comments. The most important features are the room, staff, food, and accessibility. Also, customers are segmented into fifteen groups, and key hotel features important for each segment are highlighted. Originality/Value: By employing text mining analysis, we identify and classify important hotel features that are crucial for the revisit intention of customers based on the 7Ps. Methodologically, we suggest a comprehensive method to describe the revisit intention of hotel customers based on customer reviews. Practical implications: This study highlights key hotel features that are crucial for customers’ revisit intention and identifies related market segments that can support managers in better designing their strategies and allocating their resources. Limitations: In this research, the number of repetitions of words was employed to identify key hotel features, while sentence-based analysis or group analysis of adjacent words can be employed

Relationship among culture of excellence, organisational performance and knowledge sharing: proposed conceptual framework

In today's competitive market, culture of excellence (CoE) and knowledge sharing (KS) are vital factors for organisations to thrive in the ever-expanding global market-economy. However, most previous studies have paid less attention to CoE especially in developing countries. In addition, they gave less attention to KS as a mediator in the CoE performance model. The purpose of this paper is to investigate the relationship among CoE, KS, and organisational performance (OP) in the sector of industrial companies in Iran, and to develop a conceptual framework based on extensive review of the literature. Based on a review of the literature, a link was established between CoE and OP. Furthermore, this study proposes that KS is a mediator for CoE and OP. The knowledge gained from this research will help the academicians and industry players to have better understanding of CoE implementation in order to improve business performance effectively in the future