標題: | A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP |
作者: | Chen, Fu-Hsiang Hsu, Tsung-Shin Tzeng, Gwo-Hshiung 科技管理研究所 Institute of Management of Technology |
關鍵字: | Balanced scorecard;Performance evaluation;Hot spring hotel;DANP (DEMATEL-based ANP);Multiple Criteria Decision Making (MCDM) |
公開日期: | 1-十二月-2011 |
摘要: | The balanced scorecard approach is an effective technique for performance evaluation. For more accurately reflecting the dependence and feedback problems of each factor in real world situations, here a new model is developed using a balanced scorecard approach for evaluating the performance of hot spring hotel. A DANP hybrid MCDM model is adopted to solve the dependence and feedback problems, while establishing a performance evaluation and relationship model. An empirical case study is presented to demonstrate the effectiveness of the proposed hybrid MCDM model. Based on this study, the perspective between 'learning and growth'. 'enterprise's internal processes', and 'customer', all aim for solid financial performance as the ultimate goal, and report a positive influence. This effective performance evaluation model developed by applying the hybrid MCDM enables business managers to understand the appropriate actions and achieve a competitive advantage. (C) 2011 Elsevier Ltd. All rights reserved. |
URI: | http://dx.doi.org/10.1016/j.ijhm.2011.02.001 http://hdl.handle.net/11536/14021 |
ISSN: | 0278-4319 |
DOI: | 10.1016/j.ijhm.2011.02.001 |
期刊: | INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT |
Volume: | 30 |
Issue: | 4 |
起始頁: | 908 |
結束頁: | 932 |
顯示於類別: | 期刊論文 |