Abstract:
Although there are numerous studies carried out to
study the Balanced Scorecard (BSC) as a performance
measurement system, there is a dearth of research studies on the
post-implementation issues of BSC, especially in hotel industry in
Sri Lanka. Therefore, this study attempts to address the research
question of “Can the Balanced Scorecard be developed and
implemented as an effective organizational performance
measurement system in star-class hotels in Sri Lanka?”
To address the objectives of the study, a mixed method
research approach was adopted by utilizing multiple case studies.
Five star-class hotels were selected as case studies, covering
entire geographical area of the country. Data were gathered
through documentation review; interviews with the top
management; and a questionnaire administered among senior
and middle level managers.
The study found that hotels were more concerned about
financial and customer perspectives when measuring hotel
performance and a lower degree of attention was given to
internal business perspective, and innovation and learning
perspective. Further, interviews raised some important concerns,
which need to be addressed when implementing BSC in the hotel
sector in Sri Lanka.
