A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP

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.     

Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates

Integrating social exchange and information processing theories, this study examines the influence of high-performance human resource (HR) practices on service-oriented organizational citizenship behavior (OCB) through two climates—justice climate and service climate. This field study of 1133 customer contact employees and 119 human resource managers from 119 hotels in Taiwan has shown that social climates of justice and service mediate the influence of high-performance HR practices on service-oriented OCB. The study demonstrates that high-performance HR practices affect employees’ cognition on how they are treated by hotels and what service behaviors are expected, which in turn can positively influence collective service-oriented OCB.     

The effect of subordinates’ gender on the difference between self-ratings,and superiors’ ratings,of subordinates’ performance in hotels

An appropriate means of subordinate managers’ performance evaluation in an organisation is crucial for identifying their strength and weaknesses for maintaining job commitment, and improving performance on on-going basis [Church, A., 1995. First-rate multirater feedback. Training and Development 49, 42–43; Church, A., Bracken, D., 1997. Advancing the state of the art of 360-degree feedback. Group and Organisation Management 22, 149–161; Atwater, L., Yammarino, F., 1997. Self-other rating agreement: a review and model. Research in Personnel and Human Resource Management. 15, 121–174]. The debate, on whether there is difference between subordinates’ self-ratings of their performance, and superiors’ ratings of it is better, continues. This is because the extant literature is inconclusive. This study contributes towards resolution of the debate at least for the hotel industry in Australia.     

The creation and use of scorecards in tourism planning: A Spanish example

This paper proposes a preliminary model of a balanced scorecard for tourism destinations, with a specific emphasis on sustainable development. We begin with a review of the perspectives and critical performance variables for the traditional balanced scorecard. We then present empirical work based upon quantitative analysis techniques. A survey was completed by 1531 Spanish municipalities that are oriented towards tourism and have demonstrated interest in management issues. Based on the constructs emerging from this analysis, we then show how the balanced scorecard can be modified to support the strategic planning of tourism destinations. We conclude by discussing the advantages for long-term strategic planning and sustainable tourism management.     

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Many studies have examined quality management and environmental management separately. This paper analysed the commitment to quality and environmental management at the same time, and their separate and joint effects on hotel performance. The empirical data were collected from a sample of 301 3-to-5-star Spanish hotels. A cluster analysis was carried out to identify the levels of commitment to quality and the environment. Then, ANOVA and regression analysis tested the quality and environmental commitment levels-performance link. Three levels of quality and environmental commitment have been identified. The findings showed that the commitment to quality and environmental practices influences hotel performance.     

Human resource systems as antecedents of hotel industry market orientation: An empirical study in the Canary Islands, Spain

This paper studies how the different dimensions determining the human resource management system (recruiting, training, evaluation and compensation) influence the market orientation of hotels. There is also an exploratory analysis of the differences in the human resource management systems according to the following hotel classification data: star rating, size, ownership, time-share offer, type of location, customer satisfaction and profitability.     

Branding destinations versus branding hotels in a gaming destination—Examining the nature and significance of co-branding effects in the case study of Macao

This paper considers destinations and hotels operating within a gaming destination as co-branded experiential choice products. Specifically, it examines the overall and individual effects of visitors’ perceived brand equity of a gaming destination and their perceived brand equity of various hotels, including ‘flagship’ or branded hotels, in terms of influencing their reaction to a hypothetical brand loyalty scenario in which their intended and preferred hotel was unable to provide accommodation thus forcing them to either: (1) choose an alternate hotel in the destination and continue with the visit, (2) cancel the trip and choose another destination to visit, or (3) insist on staying at the preferred hotel but postpone the trip at another period. The study's expectation is that visitors’ response to such a hypothetical scenario is moderated by the relative influence of their perceived brand equity for the destination and for hotels. The emergent gaming destination of Macao is used as a case study for this purpose. The study's findings indicate that visitors’ overall destination brand equity perceptions—rather than hotel brand equity perceptions—is robustly significant when it comes to influencing visitors’ response to the brand loyalty scenario. Results of the study indicate several relevant implications for destination management organizations (DMOs) seeking to enhance their destination-branding efforts and for hotel operators, especially internationally branded hotel chains.     

旅游规划与管理中利益相关者研究进展

国外旅游研究在20世纪80年代中后期引入“利益相关者”概念,并在20世纪90年代中期开始进行相关研究;近年来,我国学者也开始在旅游规划与管理中引入利益相关者分析方法和理论。本文对国内外旅游研究中有关利益相关者分析方法和利益相关者管理的研究成果进行综述,并对今后国内关于利益相关者研究的方向作了思考。     

关于旅游学科发展与旅游管理专业课程体系建设的思考

本文提出了中国旅游事业以及高等旅游教育与科研近30年发展中几个主要方面问题:旅游和高等旅游教育科研的所得和所失、旅游的基本性质、高等旅游教育的定性、旅游学能否成为一门独立学科、旅游学科体系的建设、旅游管理专业课程体系构成、旅游管理专业主干课程及内容的确定,分析了这些问题的根源.在此基础上集中阐述了作者对旅游学科定性和定位、旅游学科理论体系结构、旅游学科的研究方法论、旅游管理专业课程体系构建等问题的观点.     

Empirical investigation of the roles of attitudes toward green behaviors, overall image, gender, and age in hotel customers’ eco-friendly decision-making process

This study examined hotel customers’ eco-friendly decision-making processes. Specifically, the current study tested the relationships among attitude toward green behaviors (ATGB), overall image (OI), visit intention (VI), word-of-mouth intention (WOMI), and willingness to pay more (WPM) by considering the effects of gender and age in a green hotel context. The results of structural equation analyses showed that OI is a positive function of ATGB and that OI significantly affects VI, WOMI, and WPM. Additionally, the findings from a structural modeling comparison revealed that OI completely mediates the effect of ATGB on components of behavioral intentions. Subsequent tests for metric invariances demonstrated that the relationships among study variables were generally stronger among females and high age groups. However, only the paths from OI to VI, WOMI, and WPM in the gender group and from OI to WPM in the age group were statistically significant. Implications and future research issues were discussed.     

努力实现旅游院校“校企合作,产、学、研一体化”办学之路的新突破

文章在分析和总结北京联大旅游学院 2 5年办学历程的基础上 ,针对新形势下旅游院校普遍关心的“校企合作办学”问题提出了一些新的思考 ,认为校企合作不应只是院校与某一特定企业或企业集团的合作 ,而应是面向整个产业界的广泛合作 ,旅游院校要抓住旅游业快速发展的大好时机 ,进一步加强旅游教育与旅游产业的紧密联系 ,多方寻求资产融合 ,形成多元混合资产纽带 ,逐步实现多元化办学。