期刊
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
卷 30, 期 4, 页码 908-932出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2011.02.001
关键词
Balanced scorecard; Performance evaluation; Hot spring hotel; DANP (DEMATEL-based ANP); Multiple Criteria Decision Making (MCDM)
The balanced scorecard approach is an effective technique for performance evaluation. For more accurately reflecting the dependence and feedback problems of each factor in real world situations, here a new model is developed using a balanced scorecard approach for evaluating the performance of hot spring hotel. A DANP hybrid MCDM model is adopted to solve the dependence and feedback problems, while establishing a performance evaluation and relationship model. An empirical case study is presented to demonstrate the effectiveness of the proposed hybrid MCDM model. Based on this study, the perspective between 'learning and growth'. 'enterprise's internal processes', and 'customer', all aim for solid financial performance as the ultimate goal, and report a positive influence. This effective performance evaluation model developed by applying the hybrid MCDM enables business managers to understand the appropriate actions and achieve a competitive advantage. (C) 2011 Elsevier Ltd. All rights reserved.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据