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Methodological Approach to Performance Measurement and Evaluation in Hospitality Industry - Case Study of Croatia

The last decade of the 20th century was characterized by the revision of the traditional performance measurement and evaluation systems and by the emergence of new systems, with the main objective to help organizations to enhance competitiveness and profitability. A considerable degree of concern is, however, apparent, that, despite the progress taking place with regard to more effective performance measurement systems, hotel organizations are still focusing on more traditional forms of performance measurement, which are associated with a number of fundamental weaknesses. The main objective of this research is to point out the necessity to improve the performance measurement and evaluation systems by introducing the new theoretical models. The research has revealed the differences and gaps between hotel managers' attitudes on what determines the success of their hotels and what they really measure. A contemporary general framework of performance measurement system, based on the concept of Balanced Scorecard, is proposed for measurement of hospitality industry business results.

performance measurement; performance evaluation; performance indicators system; balanced scorecard; hospitality industry

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