標題: A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP
作者: Chen, Fu-Hsiang
Hsu, Tsung-Shin
Tzeng, Gwo-Hshiung
科技管理研究所
Institute of Management of Technology
關鍵字: Balanced scorecard;Performance evaluation;Hot spring hotel;DANP (DEMATEL-based ANP);Multiple Criteria Decision Making (MCDM)
公開日期: 1-Dec-2011
摘要: The balanced scorecard approach is an effective technique for performance evaluation. For more accurately reflecting the dependence and feedback problems of each factor in real world situations, here a new model is developed using a balanced scorecard approach for evaluating the performance of hot spring hotel. A DANP hybrid MCDM model is adopted to solve the dependence and feedback problems, while establishing a performance evaluation and relationship model. An empirical case study is presented to demonstrate the effectiveness of the proposed hybrid MCDM model. Based on this study, the perspective between 'learning and growth'. 'enterprise's internal processes', and 'customer', all aim for solid financial performance as the ultimate goal, and report a positive influence. This effective performance evaluation model developed by applying the hybrid MCDM enables business managers to understand the appropriate actions and achieve a competitive advantage. (C) 2011 Elsevier Ltd. All rights reserved.
URI: http://dx.doi.org/10.1016/j.ijhm.2011.02.001
http://hdl.handle.net/11536/14021
ISSN: 0278-4319
DOI: 10.1016/j.ijhm.2011.02.001
期刊: INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume: 30
Issue: 4
起始頁: 908
結束頁: 932
Appears in Collections:Articles


Files in This Item:

  1. 000293207400017.pdf