Outdoor Hospitality Performance: Through the lens of the Balanced Scorecard and its Customer Perspective.

GRANDE, Kevin and HAYNES, Natalie (2024). Outdoor Hospitality Performance: Through the lens of the Balanced Scorecard and its Customer Perspective. International Journal of Hospitality Management, 121: 103800.

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Abstract

The purpose of this study is to lay the foundations for measuring customer performance in the outdoor hospitality sector and encourage relevant internal benchmarking through an adapted balanced scorecard. The literature on balanced scorecard and customer performance is classified by identifying their antecedents in the context of outdoor hospitality management. Using an inductive approach, the study employs lexicometric analysis to identify the main categories of customer satisfaction in a well-known European camping chain. In addition, this research proposes a methodological building block adapted for camping business that integrates multiple classes and attributes into the customer perspective of the BSC model addressing the current over-simplification of this element of the model. This study highlights the importance of integrating customer feedback into a performance measurement system and provides a practical tool for managers to apply and adapt customer comments into a campsite BSC system.

Item Type:	Article
Uncontrolled Keywords:	1504 Commercial Services; 1505 Marketing; 1506 Tourism; Sport, Leisure & Tourism; 3504 Commercial services; 3508 Tourism
Identification Number:	https://doi.org/10.1016/j.ijhm.2024.103800
SWORD Depositor:	Symplectic Elements
Depositing User:	Symplectic Elements
Date Deposited:	20 May 2024 11:41
Last Modified:	03 Jun 2024 11:15
URI:	https://shura.shu.ac.uk/id/eprint/33733

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