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An Exploratory Approach to Evaluating Performance Measures: The Managers' Perspective

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  • Aviad A. Israeli
  • Rachel Barkan
  • Michal Fleishman

Abstract

It is commonly agreed that firm performance is a multi-faceted construct. Lacking a single accepted method for performance, managers are often judged by a mechanism they do not know or understand. This paper utilises a bottom-up approach to investigate manager perceptions of the important dimensions of performance in the hotel industry, and their evaluations of achievements in these dimensions. The paper offers a qualitative technique that characterises the managers' profile in a two-dimensional space of performance. One dimension is a composite of production-oriented indicators of performance, and the other is a composite of service-oriented indicators of performance. The findings indicate that most managers lack a focus and do not differentiate between production and service indicators of performance. The qualitative technique can be utilised for gauging manager perceptions of performance and for evaluation and feedback for manager performance.

Suggested Citation

  • Aviad A. Israeli & Rachel Barkan & Michal Fleishman, 2006. "An Exploratory Approach to Evaluating Performance Measures: The Managers' Perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 26(8), pages 861-872, December.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:8:p:861-872
    DOI: 10.1080/02642060601011665
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    Cited by:

    1. Tomás F. Espino-Rodríguez, 2016. "How hotels compete on the basis of competitive priorities and their relationship with infrastructural and structural decisions," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 737-773, December.
    2. Dario Bertocchi & Lisa Zecchin & Angelica Guzzon & Nicola Camatti & Jan van der Borg, 2021. "All Beaches Should Have One. Online Reputation Analysis on G20S Network of Italian Seaside Destinations," Working Papers 2021:14, Department of Economics, University of Venice "Ca' Foscari".

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