search query: @indexterm Hotel and catering industry / total: 391
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| Author: | Banker, R.D. Potter, G. Srinivasan, D. |
| Title: | Association of nonfinancial performance measures with the financial performance of a lodging chain |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2005 : VOL. 46:4, p. 394-412 |
| Index terms: | hotel and catering industry hotel management performance measurement revenue |
| Language: | eng |
| Abstract: | A test of nonfinancial measures used as part of of a management-incentive program by a U.S.-based, fullservice hotel chain showed that improvements in the non-financial measures were followed shortly by increases in revenue and profit. These two measures are customer satisfaction as measured by guest's comment card indications of likelihood to return, and level of complaints. |
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