Abstract
The aim of the study is to create a performance evaluation controlling model to evaluate the performance of tourism enterprises as a function of the economic effects of COVID-19. As a result of the significant change in demand resulting from the economic environment, expectations and cyclicality caused by the pandemic, the assessment of organization performance has become subjective. Under these changed environmental conditions, most of the methods used by tourism companies to evaluate performance are not effective enough. In our research, we illustrated a controlling model based on fuzzy logic through a case study. By applying the model, it becomes possible to evaluate project-oriented tourism organizations according to different standardized norms. Our model considers the subjectivity derived from measurability and goal setting. We point out that the performance of organizations operating in the tourism industry significantly influenced by COVID-19 can be subjectively assessed during the pandemic period and thus depends on the analytical context. By evaluating the performance of tourism organizations along internal organizational goals, more relevant information content and more informed managerial decision support can be achieved.
Highlights
The tourism supply chain is a network that spans continents [1]
We point out that the performance of organizations operating in the tourism industry significantly influenced by COVID-19 can be subjectively assessed during the pandemic period
We illustrate a fuzzy-logic-based model through an extended case study that enables project-oriented organizations to effectively monitor their performance
Summary
The tourism supply chain is a network that spans continents [1]. For businesses in these networks, adaptation to ever-changing global conditions can be described as a fundamental competitive criterion. The most significant negative global macro condition in recent decades has been the COVID-19 pandemic crisis. The pandemic has caused significant devastation in almost every industry worldwide [2]. Among the most severely affected industries are the tourism and hospitality sectors, which have almost completely ceased to function as a result of the epidemic [3]. Tourism and hospitality organization have had significant losses [4,5]
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