A systems approach to performance measurement in hospitality

Abstract

This paper demonstrates the value of a systems approach in considering performance management at an operational level in the hospitality sector. Systems concepts and techniques are applied in a hospitality situation, a hotel, to describe and analyse influences between subsystems. An operations management analysis framework is then used to consider the design of operating systems with specific reference to performance measures which drive, and perhaps support an organization’s competitive stance based on competitive factors. The paper promotes the importance of having meaningful and appropriate performance measures, related to service delivery system design, which create perception of organizational service quality.

Citation

Southern, G. (1999), "A systems approach to performance measurement in hospitality", International Journal of Contemporary Hospitality Management, Vol. 11 No. 7, pp. 366-376. https://doi.org/10.1108/09596119910293277