Faculty & Research
Association of Nonfinancial Performance Measures with the Financial Performance of a Lodging Chain
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Vol 46 No 4
By: Gordon Potter, Rajiv D. Banker and Dhinu Srinivasan
Executive Summary: A 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 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.
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- Association of Nonfinancial Performance Measures with the Financial Performance of a Lodging Chain By: Gordon Potter, Rajiv D. Banker and Dhinu Srinivasan
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