Performance measurement systems and hotels: a new conceptual framework

Abstract

Given the preceived inadequacies in traditional accounting-based performance measures, the objective of this paper is to foster innovation in performance measurement in the hotel sector. This is achieved by (i) a review of the performance literature, (ii) the amalgamation of relevant finance, marketing strategy and hospitality literatures, and (iii) proposing a hotel performance measurement framework that goes beyond technique to process and structure.