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Performance evaluation methods in the services sector: empirical study in hotels

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  • Maria João Cardoso Vieira Machado
  • Catarina Rosa Nunes

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.

Suggested Citation

  • Maria João Cardoso Vieira Machado & Catarina Rosa Nunes, 2020. "Performance evaluation methods in the services sector: empirical study in hotels," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 37(2), pages 220-240.
    • Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:220-240
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    Cited by:

    1. Filipa Campos & Conceição Gomes & Lucília Cardoso & Luís Lima Santos, 2022. "Management Accounting Practices in the Hospitality Industry: The Portuguese Background," IJFS, MDPI, vol. 10(4), pages 1-18, September.

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