کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1009668 | 1482510 | 2011 | 25 صفحه PDF | دانلود رایگان |
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.
► We proposed a new DANP hybrid MCDM model for evaluating the performance.
► This model is adopted to solve the dependence and feedback problems.
► The DEMATEL is introduced to build the structure of relationship map of criteria.
► The ANP applied to help improve the performances for each criterion priorities.
► We further applied the causal diagram to help achieve the aspired/desired level.
Journal: International Journal of Hospitality Management - Volume 30, Issue 4, December 2011, Pages 908–932