The Balanced Scorecard in the Cruise Industry: - a qualitative study of its impact on hotel operations
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
The primary purpose of this study was to examine how the balanced scorecard has been used and the effects it has had in a company within then cruise line industry. As the objective of the study was to develop a general understanding for how the management control/performance system was functioning for the company, the methods used in the study have been of qualitative nature. Information about the system was gathered through both interviews and observations. The original goal of the company when adopting the balanced scorecard was to improve long-term thinking within the organization and align them to short-term operational tactics. A delimitation was made to study the food and beverage department of the hotel operations. During the study the balanced scorecard was found to have both positive and negative consequences on the organization and organizational behavior. Employee accountability did both improve and decrease with the adoption of the scorecard as did employee satisfaction. This study does also discuss the challenges of using guest surveys as performance measures.
Place, publisher, year, edition, pages
IdentifiersURN: urn:nbn:se:su:diva-5380OAI: oai:DiVA.org:su-5380DiVA: diva2:195199