Performance measurement in the networked context of convention and visitors bureaus (CVBs)

Abstract

The management of Convention Bureau offices (CBs) requires coordination of several tourism-related operators and that the CB private/public members’ demand for accountability be met. Building on the argument that CB managers could employ a multi-dimensional performance measurement system (PMS) to face the challenge of managing different stakeholders’ expectations, this study aimed to understand which performance metrics CBs monitor, the group of stakeholders the metrics refer to, and if they are integrated into a formalized PMS. The research is based on multiple case study analyses. The findings indicate that the management function and number of CB partners affect the presence of a multi-dimensional analysis. Managers dedicate their attention to salient stakeholders, whose legitimacy is strongly related to their contribution to the CB (i.e. shareholders and partners providing financial support). The salience perceived by CB managers is resource-dependent and affects the dimensions on which the process of performance measurement focuses. Thus, a single performance measurement model for all CBs that would be useful for dialogue with stakeholders is not feasible.