Service performance measurement: Developing customer perspective calculators for the hotel industry

Abstract

The purpose of this research was an attempt to improve the applicability of the balance scorecard, in particular the customer perspective, in the hospitality industry. The objective of the study was to investigate a more structured customer-centric performance measurement framework customized for the hotel industry. Hence, this paper presents the “Customer Calculator” which had been developed based on the Customer Equity model proposed by Rust et al. (2000a). Qualitative examinations by interviewing hotel management were conducted to test the applicability of the customer-centric measurement framework. The customer scores facilitate hotel decision-makers who can pinpoint the important drivers of customer relations, which are in need of further action and improvement. The framework can also be employed by the stakeholders to assess hotel performance in general.

Citation

Leong, C.-C. (2008), "Service performance measurement: Developing customer perspective calculators for the hotel industry", Chen, J.S. (Ed.) Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 4), Emerald Group Publishing Limited, Leeds, pp. 101-120. https://doi.org/10.1016/S1745-3542(08)00005-2