Business Commons^™

Towards Performance Measurement In Hotels:An Incremental Approach, Detta Melia, Leigh Robinson

Books / Book chapters

The overall aim of this paper was to investigate the phenomenon of performance measurement in independently owned hotels in Ireland in order to understand the role of measurement in the management of the largest component of the hotel sector. The primary objectives of this paper was to investigate the extent to which Irish hotel operators are utilising performance measurement techniques, to establish the rationale for the use of selected performance measures in independently owned hotels and to understand approaches to performance measurement in the management of independently owned hotels.

A comprehensive investigation of existing performance management and measurement activity is …

The Role Of The Customer As A Quasi-Employee In Service Organisations: A Research Agenda, Jennifer Lawlor

Books / Book chapters

The travel, tourism and hospitality sectors are increasingly encouraging customers to act as quasi-employees by inviting and/or requiring them to adopt a range of technology-enabled services or self-service technologies (SSTs), i.e. ‘technological interfaces that enable customers to produce a service independent of direct service employee involvement’ (Meuter, Ostrom, Roundtree and Bitner, 2000:50). Specific examples in these sectors include self-check-in online, ‘bag and tag’ facilities at airports, and electronic kiosks for accommodation booking purposes. Inherent in the use of SSTs is the requirement for the consumer to learn about and develop familiarity with such technology.