Human resource managers' perceptions of the applications and merit of the balanced scorecard in hotels

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Title Human resource managers' perceptions of the applications and merit of the balanced scorecard in hotels
Author McPhail, Ruth; Herington, Carmel; Guilding, Christopher
Journal Name International Journal of Hospitality Management
Year Published 2008
Place of publication United Kingdom
Publisher Elsevier
Abstract The extent to which performance measures that align with the ''learning and growth'' dimension of the balanced scorecard (BSC) are applied in the hotel industry has been examined by conducting interviews with 14 hotel human resource (HR) managers. Minimal appreciation of the BSC concept was in evidence. When an explanation of the BSC framework was provided, the interviewees unanimously held the view that the term ''learning and growth'' did not adequately encompass the HR oriented performance measures that they seek to apply. Further, it was found that most hotels were using a single measure of employee satisfaction to represent ''learning and growth'', which does not enable examination of the five separate dimensions of ''learning and growth'' represented in the BSC model. These findings suggest a significant schism between BSC theory and the application of HR oriented measures in the hotel industry.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1016/j.ijhm.2007.06.004
Copyright Statement Copyright 2008 Elsevier. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Volume 27
Issue Number 4
Page from 623
Page to 631
ISSN 0278-4319
Date Accessioned 2009-03-09
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject PRE2009-Human Resources Management
URI http://hdl.handle.net/10072/22323
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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