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Hospitality Industry Decision Analysis in Malta. Application of a Hybrid-Balanced Scorecard
В наличии
Местонахождение: Алматы | Состояние экземпляра: новый |
Бумажная
версия
версия
Автор: Alfred Quintano
ISBN: 9783659930829
Год издания: 2016
Формат книги: 60×90/16 (145×215 мм)
Количество страниц: 376
Издательство: LAP LAMBERT Academic Publishing
Цена: 56213 тг
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Аннотация: Having worked extensively in the travel and hospitality sectors, author questioned what made people decide in favour of choosing one service provider instead of another. There are always a multitude of reasons why consumers decide one way or the other. These many reasons are what the author refers to as decision-choice criteria (DCC). The final choice is the result of a multi-criteria decision analysis (MCDA) by the potential buyer. Initially, the research sought to analyse those criteria that make a potential customer choose between a number of 5-star hotels. 24 DCC were framed within the four perspectives of the Balanced Scorecard. Prioritising the 24 DCC resulted in a hybrid-BSC or a Prioritised Scorecard (PSC) subsequent to two major quantitative surveys. The demand-side survey targeted potential superior hotel customers. The supply-side exercise targeted superior hotel executives in Malta. The MCDA method chosen to analyse responses was the Analytic Hierarchy Process (AHP). When the results of both surveys were compared, a strong correlation was evident. In other words, hotel managers in Malta have a very good idea of what a customer expects from a 5-star hotel.
Ключевые слова: balanced scorecard, Decision analysis, Hospitality, Lodging, Malta