Abstract
Under the circumstance of severe fund shortage of local governments in Taiwan, an exhibition pavilionâs commitment to inheriting and passing down diverse cultures and the exhibition pavilionâs business performance grows more important. This study utilizes the balanced scorecard concept, as proposed by Kaplan and Norton, reviews relevant literature, uses the Delphi method to gather and systemize opinions of experts in related fields and designs the âcriteria for evaluating the performance of the World Expo Taiwan Pavilionâ, which have 19 criteria in four dimensions. Furthermore, the Analytic Hierarchy Process (AHP) is performed to calculate the ârelative importance of the criteria for evaluating the performance of the World Expo Taiwan pavilionâ in order to rate its operations strategies in planning, forecasting, making judgments, distributing resources and determining investment portfolios. The results suggest that the relative importance of the four dimensions of evaluation criteria in descending order is: Financial management (36%), customer service (34%), internal operations (20%) and learning and growth (10%). In terms of the relative importance of the 19 evaluation criteria, criteria with the highest relative importance are: Annual budget allocation planning (33%), a hygienic and safe environment (40%), reduced operational issues (40%) and enhancing employeesâ foreign language skills (25%). In conclusion, business operations in the World Expo Taiwan Pavilion should prioritize financial management, improve its various facilities and provide better customer services in order to have better customer satisfaction.
Highlights
In recent years, the Taiwanese government has been committed to promoting all types of cultural industries
In terms of the hierarchical structure of the relative importance of criteria for evaluating the importance of the World Expo Taiwan Pavilion, Microsoft Excel is used to examine the consistency of the pairwise comparison matrixes resulted from questionnaire survey participants’ answers
1) From the experts’ point of view, the most important criteria dimension for evaluating the performance of the World Expo Taiwan Pavilion is the financial dimension, which is followed by the customer service dimension, internal operations dimension and the learning and growth dimension, in descending order of importance
Summary
The Taiwanese government has been committed to promoting all types of cultural industries. Despite its effort in cultural heritage conservation, the Taiwanese government still receives criticism for some government-operated exhibition pavilions’ poor business performance or failure to attract enough visitors. In order to absolve the World Expo Taiwan Pavilion from negative criticisms in the midst of the local government’s severe fund shortage, it is necessary to develop better operational strategies for the World Expo Taiwan Pavilion, identify problems in relation to the exhibition pavilion’s operations and seek strategies for its future development, as well as align management and decision-making level’s strategies, visions and goals. The World Expo Taiwan Pavilion could have a good command of useful information and key elements for business management, specific strategies for action, heightened its competitiveness and advantages and achieve better business performance. The World Expo Taiwan Pavilion can turn into a role model for other culture parks to learn operations strategies from and achieve the goals of cultural heritage conservation and promotion
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