Bookcover of Hospitality Industry Decision Analysis in Malta
Booktitle:

Hospitality Industry Decision Analysis in Malta

Application of a Hybrid-Balanced Scorecard

LAP LAMBERT Academic Publishing (2016-08-16 )

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ISBN-13:

978-3-659-93082-9

ISBN-10:
3659930822
EAN:
9783659930829
Book language:
English
Blurb/Shorttext:
Having worked extensively in the travel and hospitality sectors, author questioned what made people decide in favour of choosing one service provider instead of another. There are always a multitude of reasons why consumers decide one way or the other. These many reasons are what the author refers to as decision-choice criteria (DCC). The final choice is the result of a multi-criteria decision analysis (MCDA) by the potential buyer. Initially, the research sought to analyse those criteria that make a potential customer choose between a number of 5-star hotels. 24 DCC were framed within the four perspectives of the Balanced Scorecard. Prioritising the 24 DCC resulted in a hybrid-BSC or a Prioritised Scorecard (PSC) subsequent to two major quantitative surveys. The demand-side survey targeted potential superior hotel customers. The supply-side exercise targeted superior hotel executives in Malta. The MCDA method chosen to analyse responses was the Analytic Hierarchy Process (AHP). When the results of both surveys were compared, a strong correlation was evident. In other words, hotel managers in Malta have a very good idea of what a customer expects from a 5-star hotel.
Publishing house:
LAP LAMBERT Academic Publishing
Website:
https://www.lap-publishing.com/
By (author) :
Alfred Quintano
Number of pages:
376
Published on:
2016-08-16
Stock:
Available
Category:
Other
Price:
84.90 €
Keywords:
balanced scorecard, Decision analysis, Hospitality, Lodging, Malta

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