Examining the balanced scorecard approach to measuring performance of Five Star Hotels in Nairobi, Kenya.
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Date
2014-12
Authors
Gesage, , M. B.
Kuira, J.
Journal Title
Journal ISSN
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Abstract
Traditional models for determining the performance and effectiveness of employees rely heavily on financial accounting indicators. This study sought to measure the performance of five star hotels in Nairobi County using the balanced scorecard approach. The findings of the study revealed that 36% of the respondents used a balanced scorecard as a method of measuring performance. The use of a balanced scorecard for measuring performance resulted in improved quality of guest profiles for 73% of the managers in five star hotels in Nairobi County whereas 67% of the managers experienced an increase in training hours per employee.
Description
scorecard approach to measuring performance of five star hotels
Keywords
Africa, ACP Countries, Anglophone Africa, Commonwealth of Nations, East Africa, Africa South of Sahara, lower-middle income countries, medium Human Development Index countries
Citation
African Journal of tourism, Hospitality and Leisure studies. Issue 1 vol. 1