ISSN: 1945-7553
CODEN: JTEVAB
Published Online: 10 August 2010
Page Count: 9

Organizational Performance Measurement System and International Tourist Hotels: A New Conceptual Framework

Lin, Shin-Yi
Dept. and Graduate School of Tourism Management, Chinese Culture Univ., Taipei,

Lin, Hung-Lung
Dept. of Business Administration, National Central Univ., Jhongli City, Taoyuan County

(Received 23 March 2010; accepted 9 July 2010)

Abstract

Due to the change of market structure and other important tourism competitors’ appearance, in Taiwan, the international tourist hotel (ITH) industry has been experiencing great competition for the past decade. Under these circumstances, hotel corporations not only attempt to establish more adequate services but also promote more incentives to attract consumers. The ITH intended to consolidate their market shares and enhanced their organizational operation and performance. Therefore, this study proposed a model to evaluate the ITH organizational performance. The proposed model adopted both Balanced Scorecard (BSC) and Analytic Hierarchic Process (AHP) techniques; then, based on combining BSC and AHP, a decision-making method for constructing evaluation model can provide the ITH industry decision-makers and administrators with valuable references of evaluating organizational performance. More importantly, the proposed model in this study can provide the ITH industry an accreditation policy as a reference material, making it highly applicable for academic and government purposes.

Keywords:
organizational performance, balanced scorecard (BSC), analytic hierarchic process (AHP), multi-criteria decision-making, (MCDM), performance evaluation, international tourist hotel (ITH)

Paper ID: JTE102916
DOI: 10.1520/JTE102916
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