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| Author: | Denton, G. A. White, B. |
| Title: | Implementing a balanced-scorecard approach to managing hotel operations: the case of White Lodging Services |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2000 : FEB, VOL.41:1, p. 94-107 |
| Index terms: | Tourist industry Hotel management Service quality Service management |
| Language: | eng |
| Abstract: | The authors explain here how White Lodging Services used a measurement device known as the balanced scorecard in an effort align owners' and managers' goals and to overcome the slippery problem of assessing management's effectiveness in a service operation. By developing a balanced scorecard, WLS has a unified measure of how well its hotels were doing - from both managers' and owners' viewpoints. |
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