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AuthorFatima, Tahniyath
AuthorElbanna, Saïd
Available date2024-04-04T05:54:26Z
Publication Date2023
Publication NameTourism Management Perspectives
ResourceScopus
ISSN22119736
URIhttp://dx.doi.org/10.1016/j.tmp.2023.101141
URIhttp://hdl.handle.net/10576/53892
AbstractSustainable tourism garnered interest as the United Nations set goals that could be met by the tourism industry. However, sustainability performance metrics have been peripheral in the hospitality industry. This study pushes for the importance of performance management in the hospitality industry through proposing a multi-dimensional sustainability balanced scorecard scale and exploring the causal relationships using a mixed methods research design comprising including in-depth interviews and survey research. The resultant performance management scale is measured by six perspectives including society and environment and an additional perspective of 'health and safety' is proposed in the post-hoc analysis to account for global pandemics, particularly the topical COVID-19 pandemic situation. The model illustrates the presence of complex relationships between the six perspectives. Further, the developed scorecard can allow hotel managers to be more cognizant by enabling them to uncover which facets of their service (customer, employee, or processes) are impacting the hotel's financial and sustainability performance and take appropriate strategic decisions.
SponsorThis research study was supported by Qatar University Student Grants # QUST-1-CBE-2019-5 and QUST-2-CBE-2019-4 . The findings achieved herein are solely the responsibility of the authors.
Languageen
PublisherElsevier B.V.
SubjectCausality links
Coronavirus disease 2019 (COVID-19)
Corporate social responsibility
Hotel performance
Pandemic
Sustainability balanced scorecard
Triple bottom line
TitleAdvancing sustainable performance management in the hospitality industry: A novel framework based on a health-inclusive balanced scorecard
TypeArticle
Volume Number48
dc.accessType Full Text


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