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Association of Nonfinancial Performance Measures with the Financial Performance of a Lodging Chain

dc.contributor.authorBanker, Rajiv D.
dc.contributor.authorPotter, Gordon S.
dc.contributor.authorSrinivasan, Dhinu
dc.date.accessioned2020-09-12T21:06:43Z
dc.date.available2020-09-12T21:06:43Z
dc.date.issued2005-11-01
dc.description.abstractA test of nonfinancial measures used as part of a management-incentive program by a U.S.-based, full-service hotel chain found that improvements in the nonfinancial measures were followed shortly by increases in revenue and profit. The two nonfinancial measures are customer satisfaction as measured by guests’ comment card indications of likelihood to return and level of complaints. The lag between the nonfinancial measures and changes in revenue and operating profit was six months in this case. While the test applies directly to that one chain, the lesson is important to the rest of the hotel industry.
dc.description.legacydownloadsPotter5_Association_of_nonfinancial.pdf: 629 downloads, before Aug. 1, 2020.
dc.identifier.other7962128
dc.identifier.urihttps://hdl.handle.net/1813/71971
dc.language.isoen_US
dc.rightsRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
dc.subjectnonfinancial performance measures
dc.subjectperformance evaluation
dc.subjectincentive plans
dc.subjectcustomer satisfaction
dc.subjectexecutive compensation
dc.subjecthospitality industry
dc.subjectbalanced score card
dc.titleAssociation of Nonfinancial Performance Measures with the Financial Performance of a Lodging Chain
dc.typearticle
local.authorAffiliationBanker, Rajiv D.: University of California, Riverside
local.authorAffiliationPotter, Gordon S.: gsp6@cornell.edu Cornell University School of Hotel Administration
local.authorAffiliationSrinivasan, Dhinu: University of Pittsburgh

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