A Strategic Performance Management Framework: A Hypothetical Hotel Case

Abstract

Tourism industry with its unique and different characteristics requires new or adopted performance management models and frameworks for better managed hospitality companies. Thus, this paper offers a framework that can be used by hospitality companies when they configure out performance management system for their businesses. This paper reviews the articles on strategic management, operation management, and performance management from tourism and hospitality and mainstream literature and proposes a framework developed with the notions of system approach. A conceptual framework is provided which shows the relationships of three systems, namely strategic management system (SMS), operation management system (OMS), and performance measurement system (PMS). Being a conceptual framework, it needs to be applied in different type of hospitality companies to display the usefulness of it. Suggested framework may help managers of tourism and hospitality businesses in their efforts of building strategic, operation, and performance management systems that work in congruence. Although there are studies related to each three main systems separately, no attempt seen in the literature to study the relationships of three systems either holistically or partially with their sub-systems. Researchers could use this framework as a template for further studies.