This week’s topics
Performance measurement and data analysis
- RevPAR, GOPPAR, and financial ratio analysis
- Customer satisfaction metrics
- Balanced scorecard application using market benchmarks
- Leading Strategy Paper Series: Kaplan and Norton 1992 "The Balanced Scorecard"
- Customer Satisfaction: Metrics That Matter + How to Improve Them
- Financial ratio analysis
What you will be able to do
- 3.1 Critically analyse the performance of a tourism or hospitality organisation using company and market data.
Activity
Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: critically analyse the performance of a tourism or hospitality organisation using company and market data.
Study materials
Videos
- Leading Strategy Paper Series: Kaplan and Norton 1992 "The Balanced Scorecard" · YouTube · Glenn Parry · 13 min · for registered students
- Customer Satisfaction: Metrics That Matter + How to Improve Them · YouTube · HubSpot Marketing · 10 min · for registered students
- Financial ratio analysis · YouTube · The Finance Storyteller · 10 min · for registered students
- Session 6: Financial Ratios · YouTube · Aswath Damodaran · 18 min · for registered students
Further resources
- Managerial Accounting, ch. 13: How Do Managers Use Financial and Nonfinancial Performance Measures? · PDF · Saylor Academy, textbook chapter; pp. 883–972 · for registered students
- Principles of Accounting, Volume 2: Managerial Accounting, ch. 12: Balanced Scorecard and Other Performance Measures · PDF · OpenStax, textbook chapter; pp. 565–604 · for registered students
- Principles of Marketing, ch. 14: Customer Satisfaction, Loyalty, and Empowerment · PDF · Saylor Academy, textbook chapter; PDF pp. 443–483 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
