Performance evaluation methods in the services sector: empirical study in hotels
by Maria João Cardoso Vieira Machado; Catarina Rosa Nunes
International Journal of Services and Operations Management (IJSOM), Vol. 37, No. 2, 2020

Abstract: The purpose of this study is to analyse the association between hotel features and two performance evaluation tools: the method used to evaluate hotel performance, and the interest in evaluating employee performance. The data were collected through a survey addressed to the financial managers of four and five-star hotels located in Portugal, following which 241 fully completed surveys were obtained. The results obtained present the following main contributions: the identification of two new contingency variables to the methods used to evaluate hotel performance; the demonstration of the existence of associations between hotel features and the interest in evaluating employee performance; a statistical demonstration of the direction of the associations, proving that it is the hotel features that influence the methods used.

Online publication date: Thu, 15-Oct-2020

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