Dia Zeglat

Intangible resources in performance measurement systems of the hotel industry

Purpose – The purpose of the paper is to demonstrate the value of intangible resources and, consequently, the importance of their integration into performance measurement systems applied in the hotel industry.Design/methodology/approach – Based on a thorough literature review, arguments draw on relevant theories in performance measurement in the hotel industry and the concept of intangible resources. Merging these two different concepts reveals new research areas.Findings – The literature review shows that even those integrated performance measurement systems that aim to include non‐financial measures do not necessarily capture intangible resources. Based on this finding, suggestions for extending performance measurement systems are made.Practical implications – This paper has significant implications for hotel managers, as it will allow them to broaden their perspective and include important performance drivers (i.e. intangible resources such as knowledge, motivation and social capital) in their performa...

Intellectual capital and its impact on business performance: evidences from the Jordanian hotel industry.

This paper aims to examine the relationship between intellectual capital and business performance in the Jordanian hotel industry. The data for this study were collected from 116 managers of four- and five-star hotels. Regression analyses were conducted to test different research hypotheses. The findings showed that all dimensions of intellectual capital have a positive and significant impact on the business performance of Jordanian hotels. In particular, structural capital as one of the intellectual capital dimensions had the strongest and largest contribution to business performance. The extended knowledge about the importance of intellectual capital and its impact on business performance enables practitioners to develop adequate strategies to better manage organisational performance. Not much research has investigated the importance of these resources in the hotel industry and even less research has been undertaken to explore their significance for Arabic countries. To our knowledge, this research is the first large-scale empirical study, which investigates this relationship in the Arab hotel industry.

Approaching information system evaluation methodology and techniques: a comprehensive review

This paper advances our knowledge of information systems IS by drawing ideas and insights from IT/IS evaluation. The emergence and increasing pressure to invest in new IS architecture and infrastructures has become a high priority issue within organisations, and largely influenced by the need to deliver better value products and service through robust and responsive supply chains. With this in mind, business managers are seeking to use appropriate methods and techniques to appraise and justify the financial contribution of IS at strategic, operational and tactical levels. Thus, comprehensive but understandable methodologies are needed to solve the complicated project justification problems arising from the complexity of new technologies. Notwithstanding, a wide body of literature has emerged that sheds light on various methods for evaluating the cost and benefits of IT/IS investment, ranging from simple to very complex techniques. This paper sets out to provide a review of this literature in order to lend insights into our understanding of the plethora of reported research in the literature that has propagated investment justification and benefits management models and frameworks. We show that the IT/IS evaluation literature contributes significantly to scholarship on the IS.

Service Quality, Brand Loyalty, and Profit Growth in Uk Budget Hotels

Although past studies advocate a positive impact of service quality on business performance, empirical studies investigating the nature of the relationship between service quality and profit growth in the hotel industry are limited. This study contributes to an ongoing debate as to whether service quality has a direct or indirect influence on profitability in the hotel industry. The data were collected from a national budget hotel company in the UK and the research hypotheses were tested through structural equation modeling via the LISREL software. The findings of the study found that service quality had a positive influence on brand loyalty and premium price. The effect of service quality on profit growth was indirect and mediated by premium price, brand loyalty, and sales growth.