Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia

Performance of hotel operation employees, especially the front-liners and managers is crucial in providing good quality of service to meet various customers’ perceptions and expectations. However, negative behaviour such as lack of direction, motivation and commitment are factors that hamper m...

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Main Author:	Abdul Razak, Shazrul Ekhmar
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Balanced scorecard (Management) Performance standards Hotel management - Malaysia
Online Access:	http://psasir.upm.edu.my/id/eprint/65964/1/GSM%202016%203%20UPM%20IR.pdf
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id	my-upm-ir.65964
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spelling	my-upm-ir.659642018-11-15T09:03:35Z Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia 2016-08 Abdul Razak, Shazrul Ekhmar Performance of hotel operation employees, especially the front-liners and managers is crucial in providing good quality of service to meet various customers’ perceptions and expectations. However, negative behaviour such as lack of direction, motivation and commitment are factors that hamper managers’ performance when they interact with the customers. Prior studies claimed that Balanced Scorecard (BSC) measures can provide information to clarify the roles of employees and motivate them to achieve better performance. Thus, this study intends to extend an earlier model to investigate the relationship between the BSC, behavioural factors and managerial performance in hotel sector in Malaysia. Specifically, this study investigates the mediating effect of behavioural factors (role clarity, psychological empowerment and organizational commitment) between the use of BSC measures and managerial performance. Goalsetting theory is adopted to explain the relationship between the variables. Data for the study was collected using questionnaire, which were distributed to managers of 3, 4, and 5-star hotels in Malaysia. Structural Equation Model (SEM) using AMOS 22.0 was employed to analyse the data. The findings indicated that the use of BSC is significantly associated with increased role clarity, enhanced psychological empowerment and improved organizational commitment, and these behavioural factors also have significant effect on managerial performance. These behavioural factors also appear to significantly mediate the relationship between BSC and managerial performance, in consistent with goal setting theory. These results provide information to Malaysian Association of Hotels and Ministry of Tourism and Culture for policy making decisions. Balanced scorecard (Management) Performance standards Hotel management - Malaysia 2016-08 Thesis http://psasir.upm.edu.my/id/eprint/65964/ http://psasir.upm.edu.my/id/eprint/65964/1/GSM%202016%203%20UPM%20IR.pdf text en public masters Universiti Putra Malaysia Balanced scorecard (Management) Performance standards Hotel management - Malaysia
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English
topic	Balanced scorecard (Management) Performance standards Hotel management - Malaysia
spellingShingle	Balanced scorecard (Management) Performance standards Hotel management - Malaysia Abdul Razak, Shazrul Ekhmar Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
description	Performance of hotel operation employees, especially the front-liners and managers is crucial in providing good quality of service to meet various customers’ perceptions and expectations. However, negative behaviour such as lack of direction, motivation and commitment are factors that hamper managers’ performance when they interact with the customers. Prior studies claimed that Balanced Scorecard (BSC) measures can provide information to clarify the roles of employees and motivate them to achieve better performance. Thus, this study intends to extend an earlier model to investigate the relationship between the BSC, behavioural factors and managerial performance in hotel sector in Malaysia. Specifically, this study investigates the mediating effect of behavioural factors (role clarity, psychological empowerment and organizational commitment) between the use of BSC measures and managerial performance. Goalsetting theory is adopted to explain the relationship between the variables. Data for the study was collected using questionnaire, which were distributed to managers of 3, 4, and 5-star hotels in Malaysia. Structural Equation Model (SEM) using AMOS 22.0 was employed to analyse the data. The findings indicated that the use of BSC is significantly associated with increased role clarity, enhanced psychological empowerment and improved organizational commitment, and these behavioural factors also have significant effect on managerial performance. These behavioural factors also appear to significantly mediate the relationship between BSC and managerial performance, in consistent with goal setting theory. These results provide information to Malaysian Association of Hotels and Ministry of Tourism and Culture for policy making decisions.
format	Thesis
qualification_level	Master's degree
author	Abdul Razak, Shazrul Ekhmar
author_facet	Abdul Razak, Shazrul Ekhmar
author_sort	Abdul Razak, Shazrul Ekhmar
title	Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
title_short	Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
title_full	Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
title_fullStr	Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
title_full_unstemmed	Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
title_sort	balanced scorecard, behavioural factors and managerial performance of hotels in malaysia
granting_institution	Universiti Putra Malaysia
publishDate	2016
url	http://psasir.upm.edu.my/id/eprint/65964/1/GSM%202016%203%20UPM%20IR.pdf
_version_	1747812371019071488

Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia

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